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Spectrum · 4 hours ago

Damage Claims Representative

Town and Country, MO

Full-time

Onsite

Entry Level

3+ years exp

Spectrum provides superior communication and entertainment products for residential and business customers. The Damage Claims Representative is responsible for handling damage claim escalations and ensuring timely resolutions by acting as a point of contact between field management and customers.

Digital EntertainmentInternetTelecommunications

No H1B

Responsibilities

Actively and consistently support all efforts to simplify and enhance the customer experience

Provides customer support for service complaints; answer questions regarding services and products; receive telephone calls from internal and external customers through the resolution of the claim

Provides support and guidance to Field Operations to ensure timely resolutions to damage claims

Enters damage tickets into ticketing system and update systems as required

Creates investigation forms and other official documents; drafts and sends mail correspondence to external customers and field management

Completes required liability forms for submission to risk management

Performs basic troubleshooting for all damage claims internal process. Some of these issue may include problems with the ticketing system; email attachments; damage claim reporting or liability form submission

Interacts with the regional leadership, the field, other departments and customers to ensure timely resolutions to damage claim reports

Accesses multiple billing systems for account information; conducts research in multiple billing and online systems

Accurately and thoroughly documents customer interactions and claim detail

Reports and escalates Field Operations missed SLA’s as needed

Generates reports for management as required

Performs multiple tasks simultaneously and follows direction with minimal supervision

Performs other duties as requested by supervisor

Qualification

Customer service experienceKMSCSGService troubleshootingMS Office SuiteTelecommunication experienceMultitaskingEnglish proficiencyCritical thinkingEffective communicationOrganizational skills

Required

Ability to read, write, speak and understand English

Ability to prioritize and organize effectively

Ability to multitask at a high level

Ability to use critical thinking in complex situations

Ability to use personal computer & software applications

Ability to work independently in group environment

Ability to effectively address/resolve customer complaints and issues

Ability to work while seated for prolonged periods of time

Ability to communicate orally and in writing in a clear and straightforward and professional manner

Demonstrated knowledge of all three lines of business (Cable, HSI, Telephone)

Knowledge of office procedures and Company policies

Knowledge of KMS and CSG

Knowledge of service troubleshooting

Knowledge of MS Office Suite

High School Diploma or equivalent

Customer service experience - 3

Telephone, Video, High Speed Data experience - 2

Telecommunication experience or equivalent - 2

Benefits

Comprehensive pay and benefits package

Company

Spectrum

Glassdoor3.3

Spectrum is a cable telecommunications company that offers a range of home entertainment and information services. It is a sub-organization of Charter Communications.

Founded in 1989

Stamford, Connecticut, USA

10001+ employees