About the job
Join our dynamic team as a Technical Support Representative, where you'll be essential to the ongoing stability and expansion of our organization. As the face of the Cox brand, you will be part of a dedicated, service-oriented team that:
- Ensures a superior customer experience and provides honest, dedicated support in a call center environment.
- Conducts real-time troubleshooting to resolve technical issues for customers.
- Educates residential Cox customers on product installation and usage.
- Identifies opportunities to propose additional or upgraded services while maintaining exceptional customer satisfaction.
- Embraces and exemplifies the core values of Cox, fostering a culture of respect and teamwork.
Embark on your career journey with Cox Communications as a Technical Support Representative, where you’ll not only enhance the lives of our customers but also advance your own career.
Key Responsibilities:
- Handle inbound customer inquiries regarding various Cox products in a call center setting.
- Pinpoint the root cause of customer issues and determine necessary actions for resolution, utilizing company resources and collaboration with other departments.
- Provide real-time troubleshooting assistance over the phone and schedule service appointments when necessary.
- Deliver exceptional customer service by addressing basic programming queries and connecting customers with sales for more complex inquiries.
- Foster customer loyalty through follow-up calls after actions taken by other Cox departments.
- Engage with customers to understand their needs and concerns effectively.
- Keep customers updated on the status of their inquiries by accessing work order information.
- Document call details and new account information accurately within the computer system, completing any necessary forms for inter-departmental requests.
- Bilingual (English/Spanish) candidates may have additional opportunities and incentives.
- Perform other related duties as assigned.
