Customer Care Advocate II

Customer Care Advocate IIOCCUPATION:Call Center POSITION OVERVIEW: Job SummaryResponsible for overseeing customer escalations from Customer Service Reps and/or complaints received directly into Corporate or Regional offices.  This position will specifically be responsible for handling issues dealing with Government Agencies, Regulatory and the Better Business Bureau as well as issues that are of a more complicated and/or technical nature.Essential Functions of the PositionContribute to the Company vision of being the industry leader in customer service through quality, commitment, courtesy and teamworkHandle complex escalated issues and concerns for all three lines of business.Answer incoming calls, interface with other departments or customers through written and verbal communications to handle complex customer situations; research complex customer complaints and process billing adjustments by inputting credits or other adjustments into the computer records for that customers account for all Charter markets.Interface with Government Agencies, Regulatory and Better Business Bureau personnel.Handle executive customer issues including higher level, more complicated and/or technical escalations.Interact with departments and customers for timely resolutions.Respond and interact with internal Legal department for written responsesInterface with senior management through written and verbal communications to explain resolution of escalated customer issues that were received directly by senior management all Charter markets.Provide guidance to Customer Service Representative with service complaints; answer questions regarding all three lines of business; discuss billing questions and service concerns; provide instruction or written responses to customers or directly respond to customer for all Charter markets.Perform other duties as requested by supervisor.Preferred QualificationsSkills/Abilities and KnowledgeAbility to communicate orally and in writing in a clear and straightforward mannerAbility prioritize and organize effectivelyAbility to use critical thinking in complex situationsAbility to mentor and coach team membersKnowledge of government and regulatory procedures (FCC, PUC, BBB)EducationCollege course work in business or related field or equivalent experienceRelated Work Experience                     Number of YearsCustomer service experience                               4Telephone, Video, High Speed Data                   3Working ConditionsOffice, team setting environmentExposure to moderate noise level Send This Link To A Friend