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Cable Communications Customer Service/Sales Position

It's the perfect time to partner with our #1 telecom program! Start generating service revenue sooner!

Overview of Services

  • Assist customers with billing or video technical repair inquiries.
  • Review, analyze and respond to customers' billing inquiries.
  • Resolve customers' open issues or questions.
  • Troubleshoot technical issues.
  • Determine business offerings that the customer does not currently have and make the appropriate sales offer to upgrade and add on to their service.
  • Strive to resolve technical issues on the first call.
  • Build trust and rapport with customers through clear, respectful interaction.
  • Understand "client call flow".
  • Always strive to ensure First Call Resolution (FCR) and complete Customer Satisfaction (VOC).
  • Correctly code the sale accurately and completely for the installer.

Phase 1: Instructor-Led Elearning Classroom and Self-Paced Work

  • 3 hours per day instructor-led sessions
  • Self-paced modules and assessments should be completed daily
  • Complete exams scoring 85% or higher

Phase 2: Blended Classroom and Call Taking

  • Continue eLearning while generating revenue taking your first calls!
  • 2 hours per day instructor-led classroom sessions
  • 1-2 hours per day taking calls at specified time
  • 100% attendance to classroom sessions
  • 10 hours per week of service time within designated timeframes

Certification Completion Criteria

  • Complete and pass a pre-enrollment assessment.
  • Pass all quizzes and exams with a score of 90% or higher.
  • Provide a notarized Affidavit of Identification with Photo ID.

Program Equipment Requirements

  • Monitor displays of 17-19" (non-widescreen) or 19-20" (widescreen) are required.
  • Only PCs with Windows 7 (32 or 64 bit), Window 8, Windows 8.1 and Window 10 are compatible.
  • POTS (Plain Old Telephone System) or Comcast Digital Voice phone line
  • Stable high-speed Internet connection with minimum of 3 mbps download speed and 2 mbps upload speed. Faster speeds are highly recommended.
  • A second monitor is found to be beneficial for this program.

If your system includes one of the following, you will not be able to certify:

  • Any All-In-One type computer. These are models in which the computer and monitor are all one piece.
  • Any Bluetooth wireless keyboard and mouse
  • Less than a 1.6GHZ CPU unit
  • Less than 2 Gigabytes of RAM
  • VOIP phone lines (with the exception of Comcast Digital Voice)

Additional Information

This Opportunity Announcement (OA) is a summary of the applicable business opportunity. It is not a legal document nor a comprehensive review of all terms included in the applicable Statement of Work (SOW). Each SOW should be thoroughly reviewed prior to its execution. In the event of a conflict between the OA and the SOW, the terms of the SOW will take precedence.