JOB DESCRIPTION. a) Cold calling and networking to gain additional commercial customers.

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1 POSITION TITLE: Account Executive II POSTING: 11/17/08-11/24/08 FLSA STATUS: Exempt REQUISITION: , REPORTS TO: Bus. Services Manager LOCATION: Anaheim NUMBER OF INDIRECT REPORTS: N/A RECRUITER/ Jacqueline Wright Or 1. Responsible for selling Time Warner Cable products and services to commercial (business) which include but are not limited to Access (Tiered Services), Ancillary Products, Teleworker, Video and Dedicated Access Services. a) Cold calling and networking to gain additional commercial customers. 2. Responsible for maintaining complete records of work and producing required reports. This Includes the reports listed below: - Monthly sales results. - Completing funnel reports. - Individual commission summary. - Turning in required customer contracts. - Ad-hoc reporting as requested. 3. Special projects as required. Minimum Requirements: A minimum of two (2) years experience selling commercial telecommunications products or negotiating service agreements with property owners. EDUCATION: A four year post High School degree is preferred. PHYSICAL DEMANDS: OFFICE ENVIRONMENT. POSITION TITLE: Supervisor, Customer Care POSTING: 11/17/08 11/24/08 FLSA STATUS: Exempt REQUISITION: , , REPORTS TO: Customer Care Manager LOCATION: Ontario NUMBER OF INDIRECT REPORTS: N/A RECRUITER/ Alicia Duenas Or alicia.duenas@twcable.com

2 JOB SUMMARY: To supervise Customer Care Representatives in the daily operations of the Department Assists department manager with supervising, interviewing, selecting, promoting, scheduling, training, motivating, evaluating and disciplining of assigned group of Customer Care Representatives. Assists in answering and responding to the overflow of telephone calls to the Customer Care department and researches, resolves and responds to difficult customer inquiries, billing problems and complaints referred by the Customers Care managers or representatives. Reviews telephone and sales activity reports to develop objectives related to increasing the skill levels of Customer Care Representatives and to improve the productivity and customer service levels of the department. Monitors the Customer Care Representative s telephone calls and reviews quality assurance data and scores and other transaction records to evaluate performance, analyze trends, provide constructive feedback and recommend training needs. Ensures productivity and department service levels standards are met. Trains, coaches, monitors and rewards Customer Care Representatives on various Division marketing campaigns to achieve projected sales goals. Creates departmental correspondence and reports for both internal and external dissemination. Requires high volume call center, customer service supervisory experience. Requires excellent communication skills, written and oral, including the ability to interact with all levels of management, staff and the public. Must be able to handle and diffuse difficult/angry customers and possess strong negotiation and conflict resolution skills. Requires strong leadership qualities including the ability to motivate employees. EDUCATION: Requires a high school diploma or equivalent. PHYSICAL DEMANDS: Will spend 80% of the time walking the floor through out the call center handling escalated customer issues. Must be able to communicate by telephone and in-person. Requires sitting, standing for long periods of time, typing, data entry and reading on a computer. Time Warner Cable reserves the right to modify Job Description in part or in whole including: Job Title, Location and/or Duties and Responsibilities. Time Warner Cable supports a drug-free environment. EOE/. POSITION TITLE: Customer Care Mgr POSTING: 11/17/08 11/24/08

3 FLSA STATUS: Exempt REPORTS TO: Mgt. Staff NUMBER OF INDIRECT REPORTS: N/A REQUISITION: BR LOCATION: Ontario RECRUITER/ Alicia Duenas Or JOB SUMMARY: Manage daily activity of call center operations, ensuring compliance with all company and Federal standards. Ensure compliance with all company policies, procedures, standards and goals. Budget and manage expense and capital expenditures for the department. Ongoing analysis of phone traffic, staffing and performance levels to ensure maximum operating efficiency. Career development of Supervisors and Lead personnel. Interview and hire for available positions. Assess training needs and coordinate training for staff. Establish a good working relationship with all departments to achieve company goals and objectives. Coach staff on the development, implementation and tracking of motivational programs to increase monitoring and sales activity. Assist with research and implementation of new technologies and equipment for the call center. Perform all required functions in an accurate, efficient and professional manner. Follow all company policies and procedures and comply with all performance and attendance standards. Analyze and maintain customer satisfaction tracking and related work processes to support product development, process improvement and retention to increase the lifetime value of our customers. Review monthly spending against forecast and identify risk or opportunities. This includes prepare detail variance analysis. Understand workforce management software to accurately forecast staffing and call volume. Ability to communicate cross functionally and with all levels of the call center operation. Prepare and review performance metrics in order to meet/exceed key performance metrics. Requires 3-5 years call center management experience preferably in a telecommunications industry with strong emphasis on customer service and personnel administration. Bachelor's degree preferred. Must have Six Sigma certification. Proficient in various software applications such as Windows NT, Excel, Word, Access, and knowledge of Witness Planner and Fox Pro. Excellent oral and written communication skills. Strong planning skills. Understanding of strategic and tactical forecast and intra day forecast. Strong ability to deal with budgets. Good organizational, problem solving, administrative, leadership and customer relations skills. EDUCATION: Require a High School diploma or equivalent education. PHYSICAL DEMANDS: Office Environment: Sitting for long periods of time. Typing and reading on a computer and performing calculations on a calculator. Communication on the telephone and in-person with customers, office personnel and field personnel. Interfacing with all levels of management and delivering presentations. Available to work long hours as needed. Performing other job duties as

4 assigned. Time Warner Cable is an Equal Opportunity/Affirmative Action/Drug Free Employer POSITION TITLE: Field Technician POSTING: 11/17/08 11/24/08 FLSA STATUS: Non-Exempt REQUISITION: , REPORTS TO: Technical Operations Manager LOCATION: Anaheim NUMBER OF INDIRECT REPORTS: N/A RECRUITER/ Jacqueline Wright Or JOB SUMMARY: Installation/Service: Responsible for the installation, service, troubleshooting basic telecommunications equipment at the customer s home or office. Is directly responsible for installation and service from the tap to the customer s equipment. Is accountable for referring problems between the node and headend to plant technicians and coordinating their resolution for the customer. Installs equipment and network interface units for basic products and services. Installs coaxial drop cable in accordance with Time Warner specifications. Disconnects, reconnects and relocates service as necessary. Tests equipment to adjust signal strength and ensure optimum reception. Repairs or replaces worn components and faulty connections. Performs low level preventative maintenance, such as headend output level checks. Teaches customers how to use equipment. Sales: Up sells and upgrades new or additional products and services while performing installation or service call duties. Communicates with customers on-site to encourage them to upgrade equipment or service packages. Sells the benefits and features of existing and new products, services and programs. Represents the company and its service philosophy to the customer. Must have ability to use hand and power tools. Electronics, installation or construction labor experience and/or training. Demonstrated customer service and sales skills to successfully interact with customer in a professional and positive manner. Demonstrated organizational, detail orientation, prioritization skills and time management skills to ensure that work related activities are completed in an accurate and timely manner. Ability to work effectively in a team oriented, high demand and fast paced environment. Ability to maintain high level of confidentiality and work with highly sensitive data and information.

5 Solid communication skills to effectively deal with various levels of management, staff and/or outside contacts. Demonstrated interpersonal skills to work effectively in a team environment and maintain a professional and positive manner. Familiarity a variety of office equipment, standard software packages and application and use of personal computers to include the Microsoft Office suite of products. Good physical condition including weight restriction in accordance with company policy to climb poles, handle lb. ladders that range up to 32 feet, work from poles and ladders safely, crawl under buildings and in other confined spaces, bending, stooping, kneeling, crouching, reaching, pulling, pushing, and grasping. Follow maps, drive safely, and use 2-way radio. Requires knowledge of, or ability to learn, how to use signal strength meter and ability to use required hand tools and safety equipment. EDUCATION: High school diploma or equivalent. PHYSICAL DEMANDS: Travel may be required to attend work related meetings and training sessions. May be required to work a flexible schedule that provides needed coverage for customer service levels and/or time-sensitive projects. Valid Driver s License with satisfactory driving record may be required. Must successfully complete pre-employment testing to include but not limited to: skills testing and pre-employment background checks as well as drug/alcohol testing. Required to read and follow all company policies and procedures. Able to maintain a regular work schedule to meet the needs of the business. Support and model the company values. POSITION TITLE: Field Technician POSTING: 11/17/08 11/24/08 FLSA STATUS: Non-Exempt REQUISITION: BR REPORTS TO: Technical Operations Manager LOCATION: Corona NUMBER OF INDIRECT REPORTS: N/A RECRUITER/ Alicia Duenas Or alicia.duenas@twcable.com JOB SUMMARY: Installation/Service: Responsible for the installation, service, troubleshooting basic telecommunications equipment at the customer s home or office. Is directly responsible for installation and service from the tap to the customer s equipment. Is accountable for referring problems between the node and headend to plant technicians and coordinating their resolution for the customer. Installs equipment and network interface units for basic products and

6 services. Installs coaxial drop cable in accordance with Time Warner specifications. Disconnects, reconnects and relocates service as necessary. Tests equipment to adjust signal strength and ensure optimum reception. Repairs or replaces worn components and faulty connections. Performs low level preventative maintenance, such as headend output level checks. Teaches customers how to use equipment. Sales: Up sells and upgrades new or additional products and services while performing installation or service call duties. Communicates with customers on-site to encourage them to upgrade equipment or service packages. Sells the benefits and features of existing and new products, services and programs. Represents the company and its service philosophy to the customer. Must have ability to use hand and power tools. Electronics, installation or construction labor experience and/or training. Demonstrated customer service and sales skills to successfully interact with customer in a professional and positive manner. Demonstrated organizational, detail orientation, prioritization skills and time management skills to ensure that work related activities are completed in an accurate and timely manner. Ability to work effectively in a team oriented, high demand and fast paced environment. Ability to maintain high level of confidentiality and work with highly sensitive data and information. Solid communication skills to effectively deal with various levels of management, staff and/or outside contacts. Demonstrated interpersonal skills to work effectively in a team environment and maintain a professional and positive manner. Familiarity a variety of office equipment, standard software packages and application and use of personal computers to include the Microsoft Office suite of products. Good physical condition including weight restriction in accordance with company policy to climb poles, handle lb. ladders that range up to 32 feet, work from poles and ladders safely, crawl under buildings and in other confined spaces, bending, stooping, kneeling, crouching, reaching, pulling, pushing, and grasping. Follow maps, drive safely, and use 2-way radio. Requires knowledge of, or ability to learn, how to use signal strength meter and ability to use required hand tools and safety equipment. EDUCATION: High school diploma or equivalent. PHYSICAL DEMANDS: Travel may be required to attend work related meetings and training sessions. May be required to work a flexible schedule that provides needed coverage for customer service levels and/or time-sensitive projects. Valid Driver s License with satisfactory driving record may be required. Must successfully complete pre-employment testing to include but not limited to: skills testing and pre-employment background checks as well as drug/alcohol testing.

7 Required to read and follow all company policies and procedures. Able to maintain a regular work schedule to meet the needs of the business. Support and model the company values. POSITION TITLE: Field Technician POSTING: 11/17/08 11/24/08 FLSA STATUS: Non-Exempt REQUISITION: , REPORTS TO: Technical Operations Manager LOCATION: Garden Grove NUMBER OF INDIRECT REPORTS: N/A RECRUITER/ Jacqueline Wright Or jacqueline.wright1@twcable.com JOB SUMMARY: Installation/Service: Responsible for the installation, service, troubleshooting basic telecommunications equipment at the customer s home or office. Is directly responsible for installation and service from the tap to the customer s equipment. Is accountable for referring problems between the node and headend to plant technicians and coordinating their resolution for the customer. Installs equipment and network interface units for basic products and services. Installs coaxial drop cable in accordance with Time Warner specifications. Disconnects, reconnects and relocates service as necessary. Tests equipment to adjust signal strength and ensure optimum reception. Repairs or replaces worn components and faulty connections. Performs low level preventative maintenance, such as headend output level checks. Teaches customers how to use equipment. Sales: Up sells and upgrades new or additional products and services while performing installation or service call duties. Communicates with customers on-site to encourage them to upgrade equipment or service packages. Sells the benefits and features of existing and new products, services and programs. Represents the company and its service philosophy to the customer. Must have ability to use hand and power tools. Electronics, installation or construction labor experience and/or training. Demonstrated customer service and sales skills to successfully interact with customer in a professional and positive manner. Demonstrated organizational, detail orientation, prioritization skills and time management skills to ensure that work related activities are completed in an accurate and timely manner. Ability to work effectively in a team oriented, high demand and fast paced environment. Ability to maintain high level of confidentiality and work with highly sensitive data and information. Solid communication skills to effectively deal with various levels of management, staff and/or outside contacts. Demonstrated interpersonal skills to work effectively in a team environment and maintain a professional and positive manner.

8 Familiarity a variety of office equipment, standard software packages and application and use of personal computers to include the Microsoft Office suite of products. Good physical condition including weight restriction in accordance with company policy to climb poles, handle lb. ladders that range up to 32 feet, work from poles and ladders safely, crawl under buildings and in other confined spaces, bending, stooping, kneeling, crouching, reaching, pulling, pushing, and grasping. Follow maps, drive safely, and use 2-way radio. Requires knowledge of, or ability to learn, how to use signal strength meter and ability to use required hand tools and safety equipment. EDUCATION: High school diploma or equivalent. PHYSICAL DEMANDS: Travel may be required to attend work related meetings and training sessions. May be required to work a flexible schedule that provides needed coverage for customer service levels and/or time-sensitive projects. Valid Driver s License with satisfactory driving record may be required. Must successfully complete pre-employment testing to include but not limited to: skills testing and pre-employment background checks as well as drug/alcohol testing. Required to read and follow all company policies and procedures. Able to maintain a regular work schedule to meet the needs of the business. Support and model the company values. POSITION TITLE: Manager, Telecom POSTING: 11/17/08 11/24/08 FLSA STATUS: Non-Exempt REQUISITION: BR REPORTS TO: Mgt. Staff LOCATION: Garden Grove NUMBER OF INDIRECT REPORTS: N/A RECRUITER/ Jacqueline Wright Or jacqueline.wright1@twcable.com JOB SUMMARY: As a member of IT Operations, this position will manage all aspects of the Southern California Region s Telecom functions. The Telecom group provides hardware support of regional telecom, voice mail, and call center systems including analysis, application development, and database administration. In addition, this group provides support of internal telephony network and bill reconciliation, circuit ordering and installation and trouble ticket management. This position reports to the regional director of call center Operations. Act as a technical advisor to call center management on projects. Partner with vendors on the selection and placement of telecommunications system services, enhancements and upgrades with regard to cost allocation and budgetary impact. Oversee management, monitoring, and performance of all elements of voice networking and

9 equipment; making recommendations where appropriate. Manage and implement disaster recovery plans. Oversee joint projects between with IT Networking groups and act as a liaison between that group and the call center. Develop and maintain escalation procedures for vendors. Provide leadership and direction to the Telecom staff. Establish team goals and manage departmental performance. Evaluate, recommend, and implement changes to group functions to maximize operational efficiencies. Communicate with regional Call Center management as well as upper management. Maintain overall program priorities. Develop methods and procedures to support Telecom support operations. A minimum of 7 years voice communications and call center experience, plus a minimum of 3 years management experience with demonstrated success leading a high volume, fast paced organization is necessary. Certifications in two switch technologies; Avaya (required), and Siemens is a plus. Should have the ability to demonstrate knowledge in networking and operating system fundamentals, with a minimum of 3 courses in networking, ATM Fiber Optics, Voice Telecom, or IP Routing, familiarity with O.S.I. Model, VOIP functionality, End to End QOS and 2 courses in Intro Telecom, Telephony, or LAN preferred. Excellent organizational, project management, and problem solving skills are needed. Must be able to manage multiple priorities and tasks. Excellent oral and written communication and interpersonal skills with strong customer service orientation and demonstrated flexibility and success initiating and managing change in a multi-functional team environment is desired. Knowledge of ACD, IVR, workforce management, predictive dialer and networking technologies is also preferred. EDUCATION: This position requires a Bachelors degree in computer science or equivalent experience. POSITION TITLE: Mentor, Retention POSTING: 11/17/08 11/24/08 FLSA STATUS: Non-Exempt REQUISITION: BR REPORTS TO: Mgt. Staff LOCATION: Garden Grove NUMBER OF INDIRECT REPORTS: N/A RECRUITER/ Jacqueline Wright Or jacqueline.wright1@twcable.com JOB SUMMARY: Handle a high volume of phone calls, assist, and provide guidance to CSP s regarding daily performance responsibilities. Provide information regarding products, services and repair. Respond to customer service complaints in a professional manner; attempt to resolve complaints successfully in accordance with established guidelines. Inform supervision/management of all unresolved complaints. Attempt to troubleshoot with customers on service problems, schedule field service calls when

10 applicable. Schedule customer appointments in accordance with established procedures. Document customer transactions accurately in ACSR and complete required follow-up. Ensure that management is kept informed of potential problems. Perform all required functions in an accurate, efficient and professional manner. Follow company policies, procedures, and comply with all performance and attendance standards. Assist supervisors with training and coaching of customer service professionals. Provide chair side coaching to address areas in which CSPs need performance improvement. Participate on special task forces and projects as assigned. Provide management and training with feedback regarding new hire training needs and performance. Shifts: Must be flexible 7 days a week Mon Fri 7am -9pm, Sat 8am -8pm and Sun 10am 7pm Requires recent heavy volume phone experience in a customer service capacity; automatic call distribution experience preferred. Must have demonstrated ability providing high quality call handling and customer service interaction. Must have a scorecard performance rating of 89% for the proceeding three months. Customer service/public relations, telephone communications and data terminal experience in a cable TV environment is required. Recent experience in one or more of the following areas: supervision, counseling or training preferred. Must have extensive knowledge of CSG/ACSR billing system. Must be proficient on PC. Familiarity with Microsoft Excel and Word preferred. Must have pleasant demeanor, telephone manners, and proven ability to work independently. Must have strong verbal and written communication skills, and effective problem-solving/troubleshooting, coaching and selling skills. Must have good basic math and organizational skills with consistent accuracy, strong initiative and ability to work without close supervision. Must have a pleasant telephone manner, demonstrated ability to project a positive, professional company image, and proven ability to promote positive customer relations and working relationships on a consistent basis. EDUCATION: High school diploma or equivalent. PHYSICAL DEMANDS: Will be sitting at a desk taking phone calls and working on a computer terminal in office cubicle 95% of the time. Sitting for long periods of time while inputting on a keyboard, taking a high volume of phone calls and speaking with customers on the phone. Also requires reading, some writing and organizing paperwork. Will also be required to circulate on the floor to assist Reps and interface with management. EOE/ POSITION TITLE: Rep, Cable Store POSTING: 11/17/08 11/24/08 FLSA STATUS: Non-Exempt REQUISITION: BR REPORTS TO: Customer Care Supervisor LOCATION: Fullerton NUMBER OF INDIRECT REPORTS: N/A RECRUITER/ Paula Barton Or paula.barton@twcable.com JOB SUMMARY: Provide face-to-face sales and service to store customers, including payment collection, equipment transactions and customer training, in a manner consistent with company policies, procedures, quality standards, customer needs and applicable, local and state federal regulations in a

11 manner consistent with TWC policies, procedures, quality standards, customer needs and applicable local, state and federal regulations. Sell cable television, high-speed data and digital phone residential services to suit customer needs. Attempt to upgrade and suggest new sale at every applicable opportunity. Ask for the order. Play a retention role within the store. Respond to customers' needs for billing, technical/repair, collections and general information. Demonstration of equipment at display areas when applicable. Present information regarding products, services, rates, installation fees, campaign requirements and special offers in a professional and positive manner. Receive and post customer payments. Update customer accounts as required. Balance payments collected. Process equipment issues and returns. Handle customer problems and complaints in a positive, professional and constructive manner. Candidate will be proactive and creative about marketing and community events to drive for sales success. Must have recent sales/customer service, telecommunications, computer/data terminal and cash handling experience. Knowledge of retail center operations preferred. Requires excellent interpersonal communication; customer relations skills and ability to maintain high degree of customer satisfaction. Must have good sales and retention skills. Requires professional appearance; ability to assist customers and demonstrate equipment to customers at display areas when necessary. Bilingual: English/Spanish or English/Korean a plus. Travel between Orange County retail centers may be required. EDUCATION: High school diploma or equivalent. PHYSICAL DEMANDS: Standing for long periods of time and working behind counter at the retail center. Typing and reading on a computer and data entry on ten key. Must be able to lift and/or carry up to 25 lbs. Will be communicating with customers face-to-face on a daily basis. Must be available to work days, evenings and weekends. POSITION TITLE: Rep, Cable Store POSTING: 11/17/08 11/24/08 FLSA STATUS: Non-Exempt REQUISITION: BR REPORTS TO: Customer Care Supervisor LOCATION: Anaheim NUMBER OF INDIRECT REPORTS: N/A RECRUITER/ Paula Barton Or paula.barton@twcable.com

12 JOB SUMMARY: Provide face-to-face sales and service to store customers, including payment collection, equipment transactions and customer training, in a manner consistent with company policies, procedures, quality standards, customer needs and applicable, local and state federal regulations in a manner consistent with TWC policies, procedures, quality standards, customer needs and applicable local, state and federal regulations. Sell cable television, high-speed data and digital phone residential services to suit customer needs. Attempt to upgrade and suggest new sale at every applicable opportunity. Ask for the order. Play a retention role within the store. Respond to customers' needs for billing, technical/repair, collections and general information. Demonstration of equipment at display areas when applicable. Present information regarding products, services, rates, installation fees, campaign requirements and special offers in a professional and positive manner. Receive and post customer payments. Update customer accounts as required. Balance payments collected. Process equipment issues and returns. Handle customer problems and complaints in a positive, professional and constructive manner. Candidate will be proactive and creative about marketing and community events to drive for sales success. Must have recent sales/customer service, telecommunications, computer/data terminal and cash handling experience. Knowledge of retail center operations preferred. Requires excellent interpersonal communication; customer relations skills and ability to maintain high degree of customer satisfaction. Must have good sales and retention skills. Requires professional appearance; ability to assist customers and demonstrate equipment to customers at display areas when necessary. Bilingual: English/Spanish or English/Korean a plus. Travel between Orange County retail centers may be required. EDUCATION: High school diploma or equivalent. PHYSICAL DEMANDS: Standing for long periods of time and working behind counter at the retail center. Typing and reading on a computer and data entry on ten key. Must be able to lift and/or carry up to 25 lbs. Will be communicating with customers face-to-face on a daily basis. Must be available to work days, evenings and weekends.