Sup, Billing
Charter Communications - Fond du Lac, WI

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Sup, Billing ( Job Number 1301744 )

Description
      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

      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

      Primary Location US-Wisconsin-FOND DU LAC

      About this company
      816 reviews
      Charter Communications navigates the waters of US cable services. The cable system operator has about 5 million mostly-residential...