AlticeUSA/CSC Holdings

  • Specialist- Customer Relations

    Posted Date 3 months ago(2/6/2018 2:17 PM)
    Requisition ID
    2018-17292
    Area of Interest
    Customer Service
    Business Unit
    Business to Consumer
    Position Type
    Full-Time
    Job Location : Location
    US-NY-Jericho
  • Overview

    Altice USA is one of the largest broadband communications and video services providers in the United States. We are a subsidiary of Altice NV, a convergent global leader in telecom, content, media, entertainment and advertising founded in 2001 by entrepreneur Patrick Drahi. We are driven by a philosophy to always challenge ourselves. We question everything so that we can find the best way forward for our customers. And in a world where continuous innovation is the only way forward, we are redefining the vision we have for our customers, enterprises, advertisers - and our people.

    Responsibilities

    The Customer Relations Specialist will provide support and problem resolution for customers that are unable to resolve their complaints at the system level and to assure customer satisfaction. To provide written responses to complaints provided by Shared Services and provide counseling recommendations to call center staff if the original handling of the customer is deemed not up to standards.   Monitor all Agency complaints to ensure timely and appropriate resolution. Facilitate communications and monitor response time between the Legal department and Cabco departments.

     

    Responsible for responding to, researching and resolving customer complaints received on FIVE levels.

    1. The first level of complaints handled is from the Office of the President – a C Level complaint, or complaints from the Chairman’s office, other Corporate Executive’s, and VIP complaints from Public Affairs. These complaints are received via letter, email and telephone call, added to the ECR database, and assigned to the local specialist.
    2. The second level of complaints handled is general complaints, Government/ Regulatory agencies, emails and Webmaster. The specialists are responsible to meet resolution SLA’s.
    3. The third level of complaints come from regulatory Agencies, specialists are responsible for summarizing complaints, resolving customer issues to meet company and customer expectations, and meet resolution SLA’s.
    4. The fourth level of work is representing Cablevision to all customers and non-customers that call or need to be called to discuss Cablevision business decisions and practices.

    Qualifications

    • Bachelors Degree or equivalent work experience
    • Minimum 5 years customer relations experience required
    • Must have exceptional customer relation’s communication skills, with a proven history of providing excellent customer service.
    • Must have above average written, verbal, organizational and interpersonal skills.
    • Must be able to work in an environment, which requires strong attention to detail.
    • Must be able to accept criticism of company and/or process without personalization.
    • Must be able to work independently, however, be a strong team player.
    • Must have the ability to prioritize and work in a fast paced multi-task environment.
    • Must be detailed orientated with excellent documentation skills.
    • Demonstration of PC skills & knowledge of software (Word, Excel, GroupWise & Remedy).
    • Excellent listening skills and patience.
    • Ability to use appropriate judgment and make independent decisions.

    We are an Equal Opportunity Employer M/F/Disability/Vet and maintain a drug-free and smoke-free workplace.

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