Apply NowDate posted 12/12/2017Requisition Number: 208923BR-1Location: United States - Oregon - PortlandAlternative Location: United States - Oregon - PortlandArea of Interest: Customer Service, Operations/General, TelecommunicationsPosition Type: Full Time
Job Summary Responsible for the supervision of the customer service staff including all activities that contribute to the acquisition, satisfaction and retention of customers
Essential Functions of the position Supervise the daily activities of the Customer Care Billing Agent; coordinate work schedules and customer service activities; communicate customer service performance objectives
Provide guidance to Customer Care Billing Agents with service complaints; answer questions regarding services and products; discuss billing questions and service concerns; provide instruction on sales techniques
Ensure that departmental standards regarding courtesy and productivity are maintained and that budgeted quotas are met; regularly monitor calls and performance metrics and provides feedback and coaching
Oversee the billing customer service activities including collections, payments, order entry, non-pay activity and customer service. Manage agents to provide first call resolution.
Hire, evaluate, coach and counsel personnel in the performance of their duties
Interface with other departments through written and verbal communications to handle customer situations; research customer complaints and process billing adjustments by inputting credits or other adjustments into the computer records for that customers account
Perform other duties as requested by supervisor Preferred Qualifications Ability to communicate orally and in writing in a clear and straightforward manner Ability to prioritize and organize effectively Ability to supervise and motivate others Ability to use personal computer and software applications (i.e. word processing, spreadsheet, Cable billing system, etc.) Knowledge of all functions and related tasks in the area of customer relations Knowledge of cable television products and services Knowledge of general accounting and billing procedures Vision ability: close vision, peripheral vision, and ability to adjust focus
Education High School Diploma; Bachelor’s degree or equivalent College course work in business or related field or equivalent experience
Related Work Experience Number of Years Customer service experience 2 Previous Supervisory experience 1 Experience working in cable operations and/or telecommunications call center
Certifications and/or Licenses Valid driver's license, satisfactory driving record within Company required standards and auto insurance
Working Conditions Office environment Exposure to moderate noise level
More on Spectrum: 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, current unemployment status, or any other basis protected by federal, state or local laws. Charter Communications is an Equal Opportunity Employer - Minority/Female/Disability/Veteran/Current Unemployment Status.