Community Solutions Billing Lead
This role requires the ability to work lawfully in the U.S. without employment-based immigration sponsorship, now or in the future.
Here, employees don’t just have jobs, they build careers. That’s why we believe in offering a comprehensive pay 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 provides superior communication and entertainment products for residential and business customers through the Spectrum brand. Our offerings include Spectrum Internet®, TV, Mobile and Voice. Beyond our connectivity solutions, we also provide local news, programming and regional sports via Spectrum Networks and multiscreen advertising solutions via Spectrum Reach. When you join our team, you’ll be keeping our customers connected to what matters most in 41 states across the U.S. Watch this video to learn more.
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.
Serves as the primary contact for the Community Solutions team, and any customer escalations. Provides expert support as it relates to Bulk/MDU offerings, technical troubleshooting requirements, billing inquiries and support, and Sales agent support. Works under minimal supervision.
MAJOR DUTIES AND RESPONSIBILITIES
- Actively and consistently support all efforts to simplify and enhance the customer experience
- Responsible for providing quality service with accurate customer education, including de-escalation best practices and self-help options when required.
- Handles full-service end to end billing related questions, issues and concerns ranging from general questions to payment related items.
- Handles Video, Internet and Voice repairs by troubleshooting with customers to resolve difficult issues with video, data and phone services, utilizing all available diagnostic tools and resources.
- Demonstrates accountability by following through on all necessary customer touch points with appropriate sense of urgency.
- Works with upper management to streamline troubleshooting processes as well as create and maintain appropriate troubleshooting procedures.
- Manage internal and external customer interactions professionally and effectively.
- Assist representatives with customer questions/escalations in a timely, thorough and efficient manner.
- Effectively present and discuss Charter’s products and services.
- Remain current and knowledgeable on every aspect of supported products and business rules.
- Coordinate and communicate with the Call Center Supervisor, to ensure efficient operations and customer satisfaction.
- Comply with all Company and call center policies and procedures.
- Identify training and skill gaps and provide proactive feedback and recommendations for improvement.
- Ability to perform other duties and/or projects as assigned.
REQUIRED QUALIFICATIONS
Required Skills/Abilities and Knowledge
- Ability to read, write, speak and understand English
- Demonstrated verbal and written communication skills
- Complex problem-solving skills
- Demonstrated follow-up skills, accuracy and attention to detail
- Proven customer service skills, including positive phone demeanor
- Proficiency with PCs, Microsoft Office Suite and general intranet navigation
- Advanced knowledge of billing systems as well as troubleshooting for Video, Internet and Voice
- Works various schedules including holidays
Required Education
- High school diploma or equivalent
Required Related Work Experience and Number of Years
- Served as a Community Solution Representative, having demonstrated knowledge and proficiency, consistently exceeding all objectives and qualitative requirements of the previous rep level.
- Experience in cable operations and/or telecommunications call center.
PREFERRED QUALIFICATIONS
Preferred Skills/Abilities and Knowledge
- Ability to effectively train and offer guidance to other representatives
- Ability to communicate clearly and professionally with internal and external customers.
- Ability to solve customer conflicts and skilled in problem solving.
Here, employees don’t just have jobs, they build careers. That’s why we believe in offering a comprehensive pay 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 provides superior communication and entertainment products for residential and business customers through the Spectrum brand. Our offerings include Spectrum Internet®, TV, Mobile and Voice. Beyond our connectivity solutions, we also provide local news, programming and regional sports via Spectrum Networks and multiscreen advertising solutions via Spectrum Reach. When you join our team, you’ll be keeping our customers connected to what matters most in 41 states across the U.S. Watch this video to learn more.
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.
FCC Unit: 13530 Business Unit: Community Solutions
Zip Code: 27409
Who You Are Matters Here
We're committed to growing a workforce that reflects our communities, and providing equal opportunities for employment and advancement. Learn about our inclusive culture.