INBOUND SALES (CUSTOMER SERVICE) Requisition #104502BR

The Purpose of this position is to provide high quality assistance to all existing and prospective customers of Time Warner Cable by providing information, enhanced selling services, performing desired changes in service and other account transactions. Ensure a high level of customer satisfaction to promote continued retention, growth and revenue attained.

MAJOR JOB DUTIES:
- Receive high volume of incoming phone calls and respond to inquiries in a manner which meets high quality, productivity and other performance standards.
- Become an expert on TWC company products and campaigns and competitor products. Articulate the advantages of TWC products vs. competitive products and execute all Sales Calls resulting in maximizing sell-in percentages of combination packages at full revenue.
- Sell and upgrade company core products in accordance with company requirements and customer needs.
- Save customers from disconnecting services whenever possible.
- Provide information regarding products and services, billing, repair, collections and respond to other types of inquiries.
- Respond to customer complaints in a professional manner; attempt to resolve complaints successfully in accordance with established guidelines. Inform supervision/management of all unresolved complaints.
- Attempt to troubleshoot customers' service problems and schedule field service calls when necessary.
- Schedule customer appointments in accordance with established procedures.
- Document customer transactions accurately in ACSR.
- Coordinate with co-workers, lead persons and other departments as appropriate.

SKILLS AND QUALIFICATIONS:
High School Diploma/GED.
This position requires heavy phone volume experience in a customer service capacity. Automatic call distribution experience with sales experience preferred. Customer service/public relations, telecommunications and data terminal experience also preferred. Must have basic math, reading, writing and organizational skills with strong initiative. It is required to have a pleasant personality and telephone manner and a capability to work independently. Must be available to work (days, evening, weekend and split shifts) when required. Typing speed of 40 WPM is required.

WORKING CONDITIONS:
Will be sitting at a desk taking phone calls and working on a computer terminal in office cubicle 95% of the time. Sitting for a long periods of time while inputting on a keyboard, taking a high volume of phone calls and speaking with customers on the telephone using a headset. Also requires reading, writing and
organizing paperwork. EOE /M/F/D/V.