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Community Solutions Billing Representative
2 months ago
The Spectrum Community Solutions Billing & Accounts role is a key 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- Support Customer Experience: Actively and consistently support all efforts to simplify and enhance the customer experience.
- Answer Billing Inquiries: Answer questions pertaining to billing inquiries, pricing and packaging of products and services, and service complaints.
- Master Order Processing: 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: 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 Customer Relationships: Establish and maintain a high level of customer satisfaction, professionalism, and courtesy.
- Develop Long-Term Relationships: Responsible for creating developing long-term relationships with new and existing customers.
- Recommend Solutions: Develop customer-centric solutions highlighting product benefits.
- Assess Customer Needs: Assess needs based on unique customer types and recommend appropriate solutions.
- Meet Sales Activity Goals: Consistently meet or exceed weekly and monthly sales activity goals by utilizing sound telephone-based selling techniques.
- Maintain Knowledge: Maintain knowledge of all customer campaigns/pricing.
- Understand and Explain Products: Understand and explain to customers all products and services.
- Answer Customer Questions: Answer all customer product and service questions.
Required Skills/Abilities and Knowledge
- Communication Skills: Ability to read, write, speak, and understand English.
- Timely Response: Ability to respond to customer inquiries in a timely manner.
- Quick Thinking: Quick thinker, likes challenges, goal-oriented, ambitious, determined, and self-confident.
- Proven Communication Skills: Proven verbal, written, and interpersonal communication skills.
- Clear Communication: Ability to communicate in a clear, professional manner.
- Multitasking: Multitask effectively.
- Familiarity with Billing Systems: Familiarity with billing systems (ICOMS/CSG).
Required Education
High school diploma or equivalent (required).
Required Related Work Experience and Number of Years
- Sales Experience: Sales experience preferably selling Voice, Data, and Video solutions - 1.
- Customer Service Experience: Customer service, call center, and/or sales - 1.
