Cable Account Billing Specialist

Client Biography Bring your talents to an industry leader in the cable communications. This client is one of the nation’s largest video, high-speed Internet and phone providers to residential customers. They deliver the best in TV, Internet, voice, mobile, and home management, all working together to give customers instant access to the things that matter most –anywhere, anytime. Your Role You will be involved in technical calls with some customer service and sales:

• Assist callers with billing inquiries
• Build trust and rapport with the customer through clear, respectful interactions
• Determine business offerings that the customer does not currently have and have a value based conversation bridging into a sales offer to upgrade and add on to their service
• Code the sale accurately and completely for the installer. Always strive to ensure First Call Resolution (FCR) and Customer Rep Satisfaction (Rep-SAT).
• Knowledge of processes and policies
• Understand and implement client S4X quality guidelines

Skills

• Outstanding problem-solving and negotiation skills
• Strong mediation skills and experience working with users to identify best solution.
• Display patience, empathy, an ability to manage stress, the ability to work under pressure and adapt to adverse situations
• Skilled and efficient in writing and verbal communication
• Outstanding listening skills
• Providing knowledgeable, friendly and eloquent customer service
• Understanding how to navigate and efficiently use tools
• Knowledge of and experience with measuring and improving customer satisfaction and loyalty across broad functional areas and diverse geographies.
• Familiarity with ticketing systems
• Experience using online help resources to solve problems
• knowledge of Microsoft Office programs such as Outlook, Excel and word