Full TimeUnited States - Texas - IrvingPosted 05/05/2021Areas of interest: Billing Operations, Communications, Customer Operations, Customer ServiceRequisition Number: 280628BRCCS111
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
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 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.