SignatureHome Advisor Job

Time Warner Cable Inc. (NYSE: TWC) is among the largest providers of video, high-speed data and voice services in the United States, connecting 16 million customers to entertainment, information and each other. Time Warner Cable Business Class offers data, video and voice services to businesses of all sizes, cell tower back-haul services to wireless carriers and enterprise-class, cloud-enabled hosting, managed applications and services.

The SignatureHome Personal Solutions Advisor provides exceptional service, sales and technical support for Time Warner Cable’s SignatureHome clients to exceed client expectations. The successful SignatureHome Personal Solutions Advisor will have an in depth knowledge of the Company’s product offerings, technical requirements and billing information. The SignatureHome Personal Solutions Advisor will provide account management support in a manner consistent with Time Warner Cable policies, procedures, quality, standards, client needs and in line with applicable local, state, and federal procedures.

* Responsible for providing quality service to clients via phone in account activation, maintenance, billing, problem solving, modification, enhancement, troubleshooting and, when required, de-activation * Maintains a focus on sales culture by up-selling products and services to existing clients and making client retention a priority * Utilizes good interpersonal skills, such as listening, clarifying, confirming, and tact and diplomacy with clients, peers, technical staff and management * Assists field employees in setting up and authorizing client accounts, schedules and cancels work orders for technicians * Utilizes a thorough knowledge of billing system functions, order entry processes, TWC marketing strategies and pricing structure, TWC products and services, and troubleshooting of those products and services * Handles full service for billing related questions, issues and concerns ranging from general questions, payment schedules, payment transactions, statement review with clients, computing payments for delinquent accounts and researching for billing issues on services * Demonstrates accountability, follow-through, follow up calls, and all necessary client touch points with the appropriate sense of urgency * Acts as a liaison between all departments to coordinate and resolve escalations * Troubleshoots with TWC clients who are having difficulty with video, data and phone services utilizing all available diagnostic tools * Resolves data problems that involve local network issues, email issues, modem trouble and other equipment and/or software configurations * Resolves single-user issues by utilizing reasoning and critical thinking skills to identify appropriate fix agent * Assists voice client when needed, including but not limited to calling clients to confirm issue resolution * May review tickets for potential system issues to escalate to different group as needed May assist with error trending, analysis and feedback sessions * Coordinates with Accounting, Finance, Collections, Engineering, and Technical Operations Departments for the purpose of assisting clients and resolving client inquires or issues * Works with Supervisors to streamline troubleshooting processes as well as create and maintain appropriate troubleshooting procedures * Works various schedules including on-call support and performs other duties as assigned Supports all department and company goals and objectives * Possess strong follow-up skills, accuracy and attention to detail * Excellent client service skills, including positive phone demeanor * Must be inquisitive and informative * Active listening and learning skills * Excellent oral and written communications skills * Ability to work under pressure and with multiple deadlines * Complex problem solving skills * Ability to remain calm with challenging or upset clients * Displays patience with client and attempts to find answers to clients’ questions * Understands the client may not be technically inclined and works to help clients feel more comfortable with services and how to resolve things themselves * Adequate written, variable and interpersonal communication skills * Projects a cooperating and positive attitude towards clients, employees and the Company * Ability to take initiative and handle various tasks simultaneously while working efficiently, effectively, and independently under minimal supervision.

**Job Requirements:** * Have consistently demonstrated the ability to meet or exceed CSR Key Performance Metrics and Quality StandardsAbility to configure, analyze and troubleshoot computers including the following operating systems: Windows 95 (best effort), windows 98, Windows ME, Windows 2000, Windows XP and Macintosh Operating systemsBasic arithmetic skills, use of CRT, 10-key by touch and typing skillsAbility to work hours outside of normally scheduled shift with little or no advance noticeAbility to modify working days and/or hours temporarily or permanently as needed to support the OperationAbility to read and write in English and use arithmetic skills accurately to complete daily paperwork **Preferred Qualifications:** * Advanced technical troubleshootingVoice video, high speed data products exp **Education and Experience:** * High school diploma or general education diploma (GED)One to three years client service experience Cable industry experience