Customer Service Representative - Bilingual Spanish #2

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Listing Info

Cox Communications is looking for passionate, customer-focused representatives to play a pivotal role in the experience of customers through providing quality service and technical support. The Bilingual-Spanish Customer Service Rep, or Bilingual-Spanish Universal CCR, Customer Care, is part of a supportive, service-oriented team that engages in real-time troubleshooting with customers to resolve technical and billing issues.

The Bilingual-Spanish Universal CCR plays a critical role in educating residential Cox customers about the installation and use of products as well as resolving billing issues. Position also helps grow the company through capturing opportunities to offer additional or upgraded services to customers as available.

Technical Expertise

  • Work in call center environment answering inbound customer calls concerning questions about one or more products (e.g., instructions about hooking up Cox's equipment or their own) or billing issues
  • Discover the root cause of the problem and the action required to solve it, whenever possible, using company databases, customer information, and collaboration with other departments
  • Engage in real-time troubleshooting while customer is on the telephone and schedule a service appointment in the system if the problem cannot be resolved. Negotiate appointment time with the customer and educate the customer if there is a charge for the service call
  • Provide total customer service by answering basic questions about programming over the phone and partnering customers with Sales for complex questions

    • Promote Quality Customer Experience

  • Build customer loyalty by placing follow-up calls to customers after receiving acknowledgment of action taken by other Cox departments
  • Provide customer support by asking questions and listening to customers in order to understand their needs, requests, or problems
  • Keep customer informed about progress through checking status of work orders in customer record system
  • Provide seamless customer experience through documenting call details and new account information into the computer system and completing any forms required to request action by other departments

    • Drive Business Growth

  • Grow the company through identifying sales opportunities, promoting Cox services, and offering service contracts. Add contracts as authorized by customers


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