Team Lead- Billing Representative

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POST DATE 12/7/2019
END DATE 12/23/2019

NaviSite Cincinnati, OH

Company
NaviSite
Location
Cincinnati, OH
AJE Ref #
585753447
Job Classification
Full Time
Job Type
Regular
Company Ref #
24690854
Experience
Entry Level (0 - 2 years)
Education
High School Diploma or GED

JOB DESCRIPTION

Date posted 11/25/2019



Requisition Number: ******BR



Location: United States - Ohio - Cincinnati



Area of Interest: Administrative, Billing Operations, Customer Service



Position Type: Full Time

JOB 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.



MAJOR DUTIES AND RESPONSIBILITIES

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.



REQUIRED QUALIFICATIONS

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, 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



Education



Not applicable



REQUIRED QUALIFICATIONS

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, 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



Education



Not applicable



Related Work Experience



Not applicable



WORKING CONDITIONS



Normal office conditions



EOE

Charter Communications is an Equal Opportunity Employer - Minority/Female/Veteran/Disability

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: 13539



Business Unit: Customer Operations