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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

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