Account Management Lead

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.

Ability to read, write, speak and understand EnglishStrong communication skillsAbility to handle multiple tasksStrong organization and time management skillsExcellent interpersonal skillsProficiency with PCs, Microsoft Windows and general intranet navigationAdvanced knowledge/experience of internet/phone operations and/or telecommunications call center

EducationHigh school diploma or equivalent Related Work ExperienceSuccessful 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 levelExperience in cable operations and/or telecommunications call center PREFERRED QUALIFICATIONSSkills/Abilities and KnowledgePrevious customer service representative experienceEducationNot applicable Related Work ExperienceNot applicable WORKING CONDITIONSNormal office conditions EOECharter Communications is an Equal Opportunity Employer - Minority/Female/Veteran/Disability