Cox Communications: Call Center Customer Service Representative (Account Services)
Cox Communications
Phoenix, Estados Unidos
5 days ago - 13 Views
Job description

At Cox,
we connect people to the things they love. Now we’d like to connect with you.
Cox Communications is looking for customer focused individuals to join our team
and be the voice of our brand. As a
Call Center Customer Service Representative (Account Services), you will play a
pivotal role in the continued stability
and growth of our organization by living our motto: Serve, Solve and Sell.



An Account Services Representative is part
of a supportive, customer service-oriented team that:



Exceeds our customer expectations by providing top notch customer
service.Respond to inbound customer questions, problems, and requests
regarding account balances, service additions, billings/payments, or other general
or account-related services.

Educates residential Cox customers about additional service
opportunities.

Maximizes opportunities to sell additional or upgraded services to
customers as available, while providing a quality customer experience.









As part of a
customer experience driven team, you will earn
an hourly rate of $16.00. You
will earn an extra $1.25/hour from 6pm-9pm (2nd Shift).



At Cox, we offer...



Competitive
wages
with potential for additional financial incentives for motivated team members!FREE Internet and other
Cox discounted services

Medical, Dental, and Vision Benefits first day!

Casual, yet energetic and engaging work environment

Retirement Benefits including 401(K)
matching

Work-life balance, including generous
time off policies: Up to 22 days of Paid Time Off during first year, plus 7
Paid Holidays

Tuition Assistance provided

High degree of commitment to our communities including volunteer
opportunities

Flexible work options are available including a work from home
program if you live in a commutable distance from the Wichita Cox office. You
must complete six months of employment and be in good standing to qualify. Ask
your recruiter for additional details.

Career
Advancement Opportunities across the Cox family of companies





















Unleash your
potential with Cox Communications as an Account Services Representative, where
you’ll be enhancing the lives of our customers and your career. Apply today!



Primary Responsibilities and Essential Functions

Handles incoming calls from Cox Business and residential
customers, delivering excellent customer service by asking questions, actively
listening, building rapport, demonstrating respect, being informative and
understanding their needs, requests or problems.Meets or exceeds established goals in Serving (i.e., customer
surveys and efficiency metrics), Solving (i.e., first call resolution) and
Selling (i.e., promoting and selling additional products and services that
align to the customer’s needs) metrics. Exceeds
customer expectations by documenting call details into the system and
completing any forms required to request action by other departments.

By obtaining appropriate security tools (e.g., PIN, identifying
information), accesses customer record databases or other electronic tools and
information delivered to the desktop, including the online data warehouse of
MyAccount for Cox Business customers.

Builds customer loyalty by resolving customer problems on the
first call and, when applicable, placing follow-up calls after receiving
acknowledgment of action taken by other Cox departments. Provides total customer service by asking
probing questions and employing active listening skills to resolve the reason
for the call, as well as proactively promoting Cox’ products, features and
services to customers for sale/up-sell opportunities, closes sales and
completes service orders.

Educates customers on general-to-moderately complex billing
details, as well as Cox policies and procedures concerning
prices/billing/service, to facilitate the acceptance of customer payments by
phone or educates the customer on other self-service options to make payments
and manage their account.

Exhibits strong knowledge of the Cox Business brand and offers
solutions that meet unique business customer needs. Exhibits acute awareness of the product
portfolio to understand values and benefits when making account changes.

Processes all non-contractual customer changes on behalf of Cox
Business customers. Processes changes to business customer telephone numbers
(including 800 and DID numbers) directory information, caller ID and masking
numbers. Sets up or changes call forwarding options for customers in the event
of a business continuity need on their behalf.

Generates and sends bill copies showing up to 18 months in
history. Assists Cox Business customers
with obtaining outbound call records in addition to providing information on
subpoena requests for inbound records.
Processes and sends customers specific W-9 forms for each market.

Merges billing of multiple Cox Business accounts into a
consolidated Master/Child account, as applicable.

Performs any necessary calculations pertaining to fees, time
periods, or dates.

Actively participates in team meetings, huddles, required
training, and one-on-one meetings with the Supervisor.

Stays current with new and/or updated reference material or
announcements pertaining to the job and adapts customer communication to
reflect any changes.































Qualifications:

Minimum



6 months experience using a computer in a work or non-work setting

HS graduate, GED or relevant work experience

Experience using a computer in a work or non-work setting

1 or more year of experience providing service directly to
customers

Excellent skills in creating an exceptional customer experience,
applied learning, sales orientation, multi-tasking, building customer rapport,
discovering customer needs, problem solving and responding to customer needs,
ability to learn and apply procedures, teamwork, communication, and strong work
ethic, and ability to work effectively with teams throughout organization

Proficient analytical skills to determine the best course of
action

Must be able to work in a call center, highly structured
environment

Enthusiastic and personable

Eligibility to work in the United States







Preferred



1+ year experience working in a position that requires meeting
sales goals

1 - 2 year work experience in a customer service role, not
specific to just Call Center

Strong aptitude for helping customers and a customer experience
focus

Enthusiastic and personable

Must be able to work in a call center or highly structured
environment

Strong computer skills and be able to navigate through multiple
screens

Ability to adapt to constant change

Demonstrated solid work history.


















About Cox Communications

Cox Communicationsis committed to creating meaningful moments of human connection through broadband applications and services. The largest private telecom company in America, we proudly serve six million homes and businesses across 18 states. We're dedicated to empowering others to build a better future and celebrate diverse products, people, suppliers, communities and the characteristics that makes each one unique. Cox Communications is the largest division of Cox Enterprises, a family-owned business founded in 1898 by GovernorJames M. Cox.

Cox is an Equal Employment Opportunity employer - All qualified applicants/employees will receive consideration for employment without regard to that individual's age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law.

Statement to ALL Third-Party Agencies and Similar Organizations: Cox accepts resumes only from agencies with which we formally engage their services. Please do not forward resumes to our applicant tracking system, Cox employees, Cox hiring manager, or send to any Cox facility. Cox is not responsible for any fees or charges associated with unsolicited resumes.

Sobre nós
Phoenix, United States
About Cox Communications

Cox Communications is a broadband communications and entertainment company, providing advanced digital video, Internet, telephone and home security and automation services over its own nationwide IP network. The third-largest U.S. cable company, Cox serves approximately 6 million residences and businesses. Cox Business is a facilities-based provider of voice, video and data solutions for commercial customers, and Cox Media is a full-service provider of national and local cable spot and digital media advertising.

Cox is known for its pioneering efforts in broadband, voice and commercial services, industry-leading customer care and its outstanding workplaces. For nine years, Cox has been recognized as the top operator for women by Women in Cable Telecommunications; Cox has ranked among DiversityInc's Top 50 Companies for Diversity 11 times. More information about Cox Communications, a wholly owned subsidiary of Cox Enterprises, is available at www.cox.com and www.coxmedia.com.

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