What are the responsibilities and job description for the CHAT Billing LEAD position at SPECTRUM?
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
Related Work Experience
Not applicable
WORKING CONDITIONS
Normal office conditions
EOE
Charter Communications is an Equal Opportunity Employer - Minority/Female/Veteran/Disability
CCS111 300726 300726BR
