Community Solutions Billing Lead at Charter… · Greensboro

Serves as the primary contact for the Community Solutions team, and any customer escalations. Provides expert support as it relates to Bulk/MDU offerings, technical troubleshooting requirements, billing inquiries and support, and Sales agent support. Works under minimal supervision. 

MAJOR DUTIES AND RESPONSIBILITIES

• Actively and consistently support all efforts to simplify and enhance the customer experience
• Responsible for providing quality service with accurate customer education, including de-escalation best practices and self-help options when required.   
• Handles full-service end to end billing related questions, issues and concerns ranging from general questions to payment related items. 
• Handles Video, Internet and Voice repairs by troubleshooting with customers to resolve difficult issues with video, data and phone services, utilizing all available diagnostic tools and resources.  
• Demonstrates accountability by following through on all necessary customer touch points with appropriate sense of urgency.  
• Works with upper management to streamline troubleshooting processes as well as create and maintain appropriate troubleshooting procedures.  
• Manage internal and external customer interactions professionally and effectively. 
• Assist representatives with customer questions/escalations in a timely, thorough and efficient manner.  
• Effectively present and discuss Charter’s products and services.  
• Remain current and knowledgeable on every aspect of supported products and business rules. 
• Coordinate and communicate with the Call Center Supervisor, to ensure efficient operations and customer satisfaction.  
• Comply with all Company and call center policies and procedures.  
• Identify training and skill gaps and provide proactive feedback and recommendations for improvement. 
• Ability to perform other duties and/or projects as assigned. 

REQUIRED QUALIFICATIONS

Required Skills/Abilities and Knowledge

• Ability to read, write, speak and understand English 
• Demonstrated verbal and written communication skills 
• Complex problem-solving skills  
• Demonstrated follow-up skills, accuracy and attention to detail 
• Proven customer service skills, including positive phone demeanor 
• Proficiency with PCs, Microsoft Office Suite and general intranet navigation
• Advanced knowledge of billing systems as well as troubleshooting for Video, Internet and Voice 
• Works various schedules including holidays

 

Required Education

• High school diploma or equivalent

 

Required Related Work Experience and Number of Years

• Served as a Community Solution Representative, having demonstrated knowledge and proficiency, consistently exceeding all objectives and qualitative requirements of the previous rep level.
• Experience in cable operations and/or telecommunications call center. 

 

PREFERRED QUALIFICATIONS

Preferred Skills/Abilities and Knowledge

• Ability to effectively train and offer guidance to other representatives
• Ability to communicate clearly and professionally with internal and external customers.  
• Ability to solve customer conflicts and skilled in problem solving.