NSC Billing Representative I
Cox Communications - West Warwick, RI

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Position Details

Responsible for customer care duties for National Cox Business Billing. This position will support internal and external customers regarding, general billing inquiries, order fulfillment status, account service changes, detailed account research, and all other requests. Assists customers with billing questions and payment research. Responsibilities may also include administrative project support when needed. Daily email contact with our National Account customers. In addition, general billing support for the New England, Florida, Georgia, Louisiana, Oklahoma, Nevada, Cleveland, NOVA and SOVA (additional markets may be added in the future) markets.

Primary Responsibilities/Tasks - Essential Functions ¿

Account Inquiries:
o Receive inbound phone requests from Internal/External customers regarding General Billing Inquiries. Resolves Billing Inquiries at first contact in a timely and courteous manner
o Receives customer payments via phone and ensures accurate account disposition through proprietary Cox tools
o Handles National Account requests to ensure accurate and complete account organization, managing up to hundreds locations in multiple Cox markets
o Act as the liaison between the customer and CB field organizations to resolve customer inquiries, issues, and requests
o Processes direct mail and Returned Mail requests
o Process & post payments in ICOMS for CB Wholesale and Service Provider customers ¿

Customer Research:
o When required, issues Customer credit to ensure proper account balances
o Escalates issues to NSC Supervisor and/or Tier II Cox Business National Accounts appropriately ¿

Account Change Management:
o Review and enter orders in Optix account management tool.
o Processes and completes Move/Add/Change requests.
o CPNI Updates and Name changes
o Process and complete requests via KANA tool ¿

Customer Service:
o Must provide world class customer service on all transactions, as defined by our Cox Quality measurements
o Must be able to satisfy customer escalation/complaints timely and effectively
o When applicable, transitional selling and effective lead submission to CB Sales ¿

Performs all other duties as assigned by supervisor


Required Knowledge, Skills, Abilities ¿
HS diploma, GED or relevant work experience ¿
Specialized skill training/certification may be required ¿
2-5 years of experience in area of responsibility

Additional System Requirements ¿
Minimum of one year Account Service Experience, with general understanding of Billing procedures ¿
Self-motivated, ability to work with limited supervision ¿
Able to communicate with customers both verbal and in writing ¿
Possess strong interpersonal skills ~ the ability to establish and maintain effective and positive attitude with internal and external customers ¿
Ability to handle high volume of telephone calls on a consistent basis ¿
Makes fact-based judgments by identifying and analyzing situations and determining the best course of action ¿
Ability to maintain composure under varying circumstances with internal and external customers ¿
Effectively identifies problems as they occur and takes appropriate steps to solve them in situations where the problem is within the role of the position. ¿
Refers complex, unusual problems to Tier II Billing Support ¿
Understands products, services, department functions, and office systems ¿
Able to compose emails in a clear and concise manner. ¿
Ability to Develop effective working relationships with peers, lead, Tier II organizations, supervisors, and managers within and across organizational lines ¿
Able to multi-task and prioritize work with multiple applications on a day-to-day basis ¿
Able to follow direction and recommend changes when necessary ¿
Ability to explain billing details to customer in a clear and concise manner ¿
Aptitude for learning new communication technologies ¿
Under limited supervision, maintains autonomy and displays initiative

Recommended Knowledge, Skills, Abilities ¿
Optix experience a plus ¿
KANA experience a plus ¿
Knowledge of industry products, including set-top boxes, telephony devices is a plus ¿
Ability to demonstrate high ethical standards, and personal integrity ¿
Ability to interact with diverse audiences with the utmost sensitivity ¿
Constantly seeks to improve level of knowledge and ability

Cox Communications, Inc. and its subsidiaries are Equal Opportunity Employers. We have a tradition of encouraging a wide diversity of talents through a broad range of hiring practices. Please note those individuals submitting resumes online or by mailing a resume are not considered an applicant for employment until a signed employment application form is completed, usually at the time of interview.

For more information about Cox Communications and its subsidiaries, please click here
www.cox.com, www.coxmedia.com, www.coxbusiness.com.

Statement to ALL Third Party Agencies and Similar Organizations:
Cox Communications accepts resumes only from agencies with which we formally engage their services. Please do not forward resumes to our applicant tracking system, Cox Communications employees, or send to any Cox Communications facility. Cox Communications is not responsible for any fees or charges associated with unsolicited resumes.

Cox Communications - 18 months ago - save job - block
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Cox Communications is a multi-service broadband communications and entertainment company with 6.2 million total residential and commercial...