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Sup, Enterprise Billing Support

Date posted 09/09/2019 Requisition Number: 248296BR Location: United States - Texas - San Antonio Area of Interest: Billing Operations, Customer Operations, Finance and Accounting Position Type: Full Time
The Supervisor, Enterprise Billing Support will provide Shared Services support for Enterprise and SMB customers. This segment is comprised of multisite customers with complex services. This role utilizes all billing platforms available in the markets (ICOMS and CSG instances). This position contributes to Charter’s success by ensuring billing support needs are realized through billing reconciliation, billing adjustments, and billing corrections in order to improve the Customer’s experience and existing Customer Operations processes. Responsible for the daily billing support processes including but not limited to account reconciliation, case resolution, client’s billing adjustments, and process improvements.

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

Supervises a team of analysts, assigns and monitors performance, trains new hires while continuing to be a Subject Matter Expert for the team.

Supports Senior Manager Billing Support and Director’s requests.

Oversees customer’s accounts including service changes, volume discounts, pricing changes, and seasonal billing.

Works with the team to provide excellent customer service to our internal and external clients.

Monitors and reports on cases; ensures timely resolution of cases and adjustment application.

Reviews monthly bill run processes and revenue changes.

Creates, enforces, and communicates company policies and procedures.

Follows company policies and procedures.

Performs other duties and special projects as assigned.

Supports all efforts to simplify and enhance the customer experience.

Executes billing functions in order to organize customer statements.

Investigates and resolves complex issues.

Assists in creating reports for efficiency and audit.

Leads process improvement efforts.

Identifies gaps in the biller, codes settings, and statement presentation issues and works with IT for resolution.

Investigates and performs root cause analysis of complex nature.

Interacts and maintains customer’s portal and logs.

Completes other duties as assigned by management.

Skills / Abilities and Knowledge
Ability to read, write, speak and understand English
Experience with commercial billing
Proficient in all Windows & Microsoft applications
Experience with ICOMS, CSG and/or Salesforce a plus
Attention to detail
Strong time management and organizational skills
Excellent interpersonal skills, be self-motivated, and be adaptable in a fast paced, dynamic, deadline-driven environment
Exceptional communication skills
Prior supervisory experience a must

Bachelor’s Degree in Business is preferred with emphasis in accounting or equivalent combination of formal education, training and/or experience.

Related Work Experience Number of Years
Relevant work experience 5+
Telecommunications or cable experience preferred

Office environment
Exposure to moderate noise levels

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: 13527 - Central Texas Business Unit: Customer Operations Apply Later

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