Billing Lead

Job Title

Serves as the primary contact for the Community Solutions team as well as any customer escalations. Provides expert support as it relates to troubleshooting Bulk/MDU offerings, technical requirements and billing information. Works under minimal supervision.

Actively and consistently support all efforts to simplify and enhance the customer experience

Responsible for providing quality service to customers via phone in account activation, maintenance, billing, problem solving, medication, enhancement, troubleshooting and, when required, de-activation.

Handles full service end to end billing related questions, issues and concerns ranging from general questions to payment related items as well as Video, Internet and Voice repairs by troubleshooting with customers to resolve difficult issue with video, data and phone services utilizing all available diagnostic tools and resources

Assists field employees in setting up and authorizing customer accounts, schedules and cancels work orders for technicians

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 representative and 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 product

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

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

High school diploma or equivalent

Served as a Community Solution Representative, having demonstrated knowledge and proficiency, consistently exceeding all objectives and qualitative requirements of the previous level - 1

Experience in cable operations and/or telecommunications call center

Ability to effectively train and offer guidance to other representatives