Business Class Care – Billing Specialist 1 Job - Full-time

Posting Job Title:Business Class Care – Billing Specialist 1
Requisition #: 163280BR
Posting Location: Austin, TX, US
Area of Interest:Administrative/Clerical
Position Type: Full Time

Posting Job Description

Time Warner Cable currently seeking Customer Care, Commercial Billing Specialists in our Austin, TX location. Please find below a brief description of the essential duties and responsibilities required to function successfully in this position.

Purpose:

The purpose of this position is to assist our customers with billing issues, taking payments, adjustment requests, and simple collections activity as well as contacting customers to answer and resolve customers questions pertaining to their account.

Training: 2 weeks, 8am-5pm, Mon-Fri
Shifts: full flexibility to work 8am-8pm, Mon-Fri after the training period
Salary: $15.50/hr

Essential Job Duties:

- Provide Billing Support
- Support customers who have questions about their bill, existing services or potential service enhancements and ensure that expectations have been met prior to ending the call
- Work with customers who have accounts that are in past due status to ensure that they understand their options and do not experience any disruption in service
- Educate customers as to how to solve similar billing issues
- Listen to customer concerns and diffuse frustration by providing options and solutions
- Proficient in engaging customers in appropriate upsell opportunities and discussions
- Proficient in time management and organizes appropriate customer follow ups as needed
- Work is closely supervised and reviewed for completeness and accuracy
- Ensure Customer Satisfaction - Internal and External
- Work independently and in teams to ensure the success of Time Warner Cable
- Understand customer needs and expectations on every call to ensure an exceptional customer experience
- Receive and respond to a high volume of telephone inquiries from internal and/or external customers and provide expert advice and solutions through problem resolution
- Provide all pertinent information to the customer and document it using the appropriate call-tracking system to ensure first contact resolution
- Develop and maintain a strong product and customer service knowledge base on a continuous basis via internal training opportunities, external sources, and self-education
- Meet or exceed department attendance and policy standards.
- Perform other duties as assigned.

Qualifications:

- High school diploma required; 2 years college degree preferred.
- A minimum of 6 months billing customer support experience required.
- Experience includes heavy phone usage positions (call center, receptionist, operator, telemarketing, soft collections, front desk, etc.) required.
- Data entry & computer experience are required.
- Experience in Commercial Services (B2B) preferred.
- Experience in telecom or cable required.
- Bilingual - fluency in Spanish a plus.
- Must have good communication skills & basic math skills.
- Requires cooperation, initiative, patience & good judgment.
- Proficiency in the ICOMs and CSG billing systems and other TWC applications is preferred

FCC Unit_TWC: 1221
Controlling Establishment ID: 00250 - Austin 11921 MoPac Expy

More on TWC:
Time Warner Cable reaffirms its commitment to providing equal opportunities for employment and advancement to qualified employees and applicants. Individuals will be considered for positions for which they meet the minimum qualifications and are able to perform without regard to race, color, gender, age, religion, disability, national origin, veteran status, sexual orientation, gender identity, current unemployment status, or any other basis protected by federal, state or local laws.

Time Warner Cable is an Equal Opportunity Employer - Minority/Female/Disability/Veteran/Current Unemployment Status