Account Management Lead

Serves as the primary contact for Core and Mobile Customer Service Billing team questions and customer escalations. Provides expert support as it relates to troubleshooting billing issues, product/package offerings, 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. 

Responsible for providing quality service to customers via phone in account management, maintenance, billing, problem solving, enhancement, and troubleshooting. 

Handles full-service end to end billing related questions, issues and concerns ranging from general questions to payment related items. 

Demonstrates accountability by following through on all necessary customer touch points with appropriate sense of urgency  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. 

Ability to read, write, speak and understand English 

Advanced knowledge of billing systems. 

Demonstrated verbal and written communication skills 

Complex problem solving skills 

Demonstrated follow-up skills, accuracy and attention to detail 

Demonstrated customer service skills, including positive phone demeanor 

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 

Works various schedules including holidays 

In-depth knowledge/experience of billing operations and/or telecommunications call center

High school diploma or equivalent 

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 mobile, and/or telecommunications call center 

Previous customer service representative experience.