Lead Billing, (On-Site)
Serves as the primary contact for Customer Support Billing team questions and customer escalations. Provides expert support as it relates to troubleshooting billing issues and/or handling complex customer billing inquiries and payments. Works under minimal supervision.
Actively and consistently support all efforts to simplify and enhance the customer experience.
Interact effectively with internal and external customers regarding products and services.
Assist representatives with customer questions/escalations in a timely, thorough and efficient manner.
Effectively present and discuss Charter’s products and services.
Manage representative and customer interactions professionally and effectively.
Coordinate and communicate with the Call Center Supervisor, to ensure efficient operations and customer satisfaction.
Remain current and knowledgeable on every aspect of supported product.
Comply with all company and call center policies and procedures. Accurately document customer account records based on actions taken.
Fulfill work schedules as required. Identify training and skill gaps, and provide proactive feedback and recommendations for improvement.
Perform other duties as assigned.
REQUIRED QUALIFICATIONSSkills/Abilities and KnowledgeAbility to read, write, speak and understand EnglishEffective communication skillsAbility to handle multiple tasksEffective organization and time management skillsEffective interpersonal skills Proficiency with PCs, Microsoft Windows and general intranet navigationIn-depth knowledge/experience of internet/phone operations and/or telecommunications call centerRequired EducationHigh school diploma or equivalentRequired Related Work Experience and Number of YearsSuccessful completion of a minimum of 1 year as a CSR, having demonstrated knowledge and proficiency, consistently exceeding all objectives and qualitative requirements of the previous level Experience in cable operations and/or telecommunications call center.PREFERRED QUALIFICATIONSPreferred Skills/Abilities and KnowledgePrevious customer service representative experiencePreferred EducationNot applicablePreferred Related Work Experience and Number of YearsNot applicableWORKING CONDITIONSNormal office conditionsEOECharter Communications is an Equal Opportunity Employer - Minority/Female/Veteran/DisabilityCCS111 2024-38651 2024Here, employees don’t just have jobs, they build careers. That’s why we believe in offering a comprehensive pay and benefits (https://jobs.spectrum.com/compensation-and-benefits) package that rewards employees for their contributions to our success, supports all aspects of their well-being, and delivers real value at every stage of life.A qualified applicant’s criminal history, if any, will be considered in a manner consistent with applicable laws, including local ordinances.Get to Know Us Charter Communications is known in the United States by our Spectrum brands, including: Spectrum Internet®, TV, Mobile and Voice, Spectrum Networks, Spectrum Enterprise and Spectrum Reach. When you join us, you’re joining a strong community of more than 100,000 individuals working together to serve more than 32 million customers in 41 states and keep them connected to what matters most. Watch this video to learn more. (https://www.youtube.com/watch?v=N-HEOHIAU7Q)Who You Are Matters Here We’re committed to growing a workforce that reflects our communities, and providing equal opportunities for employment and advancement. EOE, including disability/vets. Learn about our inclusive culture. (https://jobs.spectrum.com/inclusiveworkplace/)