Billing Call Center Lead - in office

Company: SPECTRUM
Location: Irving
Posted on: June 24, 2022

Job Description:

JOB SUMMARY
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.


MAJOR DUTIES AND RESPONSIBILITIES

• 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 QUALIFICATIONS
  Skills/Abilities and Knowledge
  • Ability to read, write, speak and understand English
  • Strong communication skills
  • Ability to handle multiple tasks
  • Strong organization and time management skills
  • Excellent interpersonal skills
  • Proficiency with PCs, Microsoft Windows and general intranet navigation
  • Advanced knowledge/experience of internet/phone operations and/or telecommunications call centerEducation
    High school diploma or equivalent
    
    Related Work Experience
    • Minimum 1 year experience as a Call Center Representative
    • Consistently exceeding all objectives and qualitative requirements of the previous level
    • Experience in cable operations and/or telecommunications call center
      PREFERRED QUALIFICATIONS
      Skills/Abilities and Knowledge
      Previous Team Lead - customer service representative experience
      Experience with CSG preferred but not required
      
      
      WORKING CONDITIONS
      Normal office conditions
      
      EOE
      Charter Communications is an Equal Opportunity Employer - Minority/Female/Veteran/Disability
      #LI-MB3 CCS111 311573 311573BR

Keywords: SPECTRUM, Irving , Billing Call Center Lead - in office, Accounting, Auditing , Irving, Texas