The CCA serves as the primary contact with existing customers providing general account support primarily for billing and credit related services and on all Company products. Performs duties necessary to process, maintain (changes/updates) and respond to general inquiries on customer accounts and work orders.

• Maximizes Company revenues using appropriate sales and customer service techniques, ensuring that customers are fully informed about our full range of products. Maintains or exceeds minimum sales and service standards.
• Responds courteously to telephone inquiries from existing and potential customers; promotes a friendly exchange of information with customers regarding their services/subscriptions on all customer contacts. Understands, promotes and sells services, and using appropriate transitional selling techniques, expands service subscriptions in all customer contacts when possible.
• Maintains customers accounts - verifies and updates information. Gathers and processes information regarding necessary repairs/work orders, or billing issues; may prepare written correspondence to customers regarding billing and service issues.
• Interacts with subscribers on service calls, billing issues, credit issues and overall satisfaction of Bresnan services. Tracks and reports recurring customer issues to improve overall service to customers.
• Ensures customers are informed of the Company’s billing and remittance policies and procedures.
• Processes and documents customer payments, provides appropriate adjustments, refunds, write-offs, when necessary, according to Bresnan procedures with accuracy and timeliness.
• Participates in quality coaching sessions to ensure interactions with customers are efficient and effective. Participates in call monitoring programs as prescribed by management.
• Supports service calls by determining if a field visit is required. Prioritizes importance of field service calls and may dispatch technicians accordingly.
• Makes outbound calls to customers as needed, including customer follow-up on new activations of service.
• Ensures follow-up on all customer related issues, including processes involving other departments
• Completes training and/or necessary certifications relative to the expectations of the position as outlined in the performance measurement standards established by management.
• Complies with call center operational objectives, phone system procedures, work schedules and call-center reporting metrics.
• Performs other duties as required.

• High school education or equivalent
• Strong verbal and written English language communication skills
• Excellent interpersonal skills
• Excellent computer skills (Windows Operating Systems, Microsoft Office, etc)

• Previous call center and/or customer service experience
• Knowledge of cable operations and customer service processes
• Previous ACSR experience
• Previous experience working on phone systems with workforce management
• Bilingual language skills (Spanish) a plus!

Anticipated Training Date: October 26, 2009

Background and reference checks will be conducted on all qualified external candidates. Due to the high volume of applicants, we will only contact candidates who are being considered for an interview.

We are fully committed to and strive for diversity in our workplace and encourage all individuals to apply.

To Apply:  All resumes must be submitted as e-mail attachments either as a Microsoft Word document or a plain text file. When applying, please refer to the particular Job Number in the subject line of your message. Due to the high volume of applicants, we will only contact candidates who are being considered for an interview.