Lead, Customer Care

Full Time United States - Texas - Irving Posted 05/05/2021 Areas of interest: Billing Operations, Communications, Customer Operations, Customer Service Requisition Number: 280628BR CCS111
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.

  • 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

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

Skills/Abilities and Knowledge
Previous customer service representative experience
The health and safety of our employees and candidates is very important to us. Spectrum has adopted virtual mobile recruiting tools that allow us to continue meeting new candidates. We look forward to “virtually” meeting you.

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.

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