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Lead, Customer Care

Company: NaviSite
Location: Irving
Posted on: January 16, 2020

Job Description:

Date posted 01/09/2020 Requisition Number: ******BR Location: United States - Texas - Irving Area of Interest: Billing Operations, Communications, Customer Operations, Customer Service Position Type: Full Time Position 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. ****Perks and Opportunities*** Great Career Progression Shift Bids Every 6 Months Develop Leadership Skills Subject Matter Expert Essential Job Functions: 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 3 + years call center and/or Cable Experience Previous CSG/ACSR Experience Required Must complete advanced billing training within 30 days of being in the position 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 center Education High school diploma or equivalent Related Work Experience Successful completion of a minimum of 1 year as a CSR (internally), 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 QUALIFICATIONS Skills/Abilities and Knowledge Previous customer service representative experience The Spectrum brands (including Spectrum Networks, Spectrum Enterprise and Spectrum Reach) are powered and innovated by Charter Communications. Charter Communications reaffirms its commitment to providing equal opportunities for employment and advancement to qualified employees and applicants. Individuals will be considered for positions for which they meet the minimum qualifications and are able to perform without regard to race, color, gender, age, religion, disability, national origin, veteran status, sexual orientation, gender identity, or any other basis protected by federal, state or local laws. FCC Unit: 13544 - North Texas Business Unit: Customer Operations

Keywords: NaviSite, Irving , Lead, Customer Care, Other , Irving, Texas

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