Lead Billing

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.

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 Skills/Abilities and Knowledge
Ability to read, write, speak and understand English
Effective communication skills
Ability to handle multiple tasks
Effective organization and time management skills
Effective interpersonal skills
Proficiency with PCs, Microsoft Windows and general intranet navigation
In-depth knowledge/experience of internet/phone operations and/or telecommunications call center

Required Education
High school diploma or equivalent

Required Related Work Experience and Number of Years
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 Skills/Abilities and Knowledge
Previous customer service representative experience

Preferred Education
Not applicable

Preferred Related Work Experience and Number of Years
Not applicable