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Customer Service Supervisor - Inbound Billing

Date posted 12/12/2017 Requisition Number: 208923BR-1 Location: United States - Oregon - Portland Alternative Location: United States - Oregon - Portland Area of Interest: Customer Service, Operations/General, Telecommunications Position Type: Full Time
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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

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.

FCC Unit: 13547 - Northwest Business Unit: Customer Operations Apply Later

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