Community Solutions Billing & Accounts Representative

JOB SUMMARY

The Spectrum Community Solutions Billing & Accounts role is a Billing position that requires the evaluation and discussion of the features and benefits of our products and services to upgrade new, existing, and former customers. This role will focus on establishing rapport and building value on the appropriate solution by educating our customers. Interface with residents & property owners to identify needs and recommend customer centric solutions.

MAJOR DUTIES AND RESPONSIBILITIES

• Actively and consistently support all efforts to simplify and enhance the customer experience.
• Answer questions pertaining to billing inquiries, pricing and packaging of products and service, and service complaints.
• Ability to learn and master order processing within the billing system regarding all aspects of retained accounts, new sales order entry, account lookup, and other tools and functions as they relate to the retention function.
• Respond to inbound sales calls promptly and efficiently, as outlined by the required call handling metrics, to include productive time, schedule adherence, handle time, after call work, etc.
• Establish and maintain a high level of customer satisfaction, professionalism and courtesy.
• Responsible for creating developing long-term relationships with new and existing customers.
• Develop customer-centric solutions highlighting product benefits.
• Assess needs based on unique customer types and recommend appropriate solutions.
• Consistently meet or exceed weekly and monthly sales activity goals by utilizing sound telephone based selling techniques.
• Maintain knowledge of all customer campaigns/pricing.
• Understand and explain to customers all products and services.
• Answer all customer product and service questions.
• Perform other duties as requested.

REQUIRED QUALIFICATIONS

Required Skills/Abilities and Knowledge

• Ability to read, write, speak and understand English
• Ability to respond to customer inquiries in a timely manner
• Quick thinker, likes challenges, goal oriented, ambitious, determined and self-confident
• Proven verbal, written and interpersonal communication skills
• Ability to communicate in a clear, professional manner
• Multitask effectively
• Familiarity with billing systems (ICOMS/CSG)

Required Education

High school diploma or equivalent (required)

Required Related Work Experience and Number of Years

Sales experience preferably selling Voice, Data, and Video solutions - 1
Customer service, call center and/or sales - 1

WORKING CONDITIONS

Office environment
Variable hours; may include weekends, holidays, and split days off