Enterprise Client Service Representative, Spectrum Enterprise

At a glance:

• Are you an experienced audit and billing professional talented in client interactions and communications?
• Can you commit to a client-facing role establishing and maintaining long-term, positive client relationships?
• Do you desire a competitive salary with lucrative benefits and a focus on professional development?

Our company:

At Spectrum Enterprise, our goal is to foster an engaging work environment that encourages our team members to reach their full potential. We promote a culture of excellence that celebrates diversity, innovative thinking and dedication to consistently exceeding client expectations.

Spectrum Enterprise, a part of Charter Communications, Inc., is a national provider of scalable, fiber technology solutions serving America’s largest businesses and communications service providers. The broad Spectrum Enterprise portfolio includes networking and managed services solutions: Internet access, Ethernet access and networks, Voice and TV solutions. Spectrum Enterprise’s industry-leading team of experts works closely with clients to achieve greater business success by providing solutions designed to meet their evolving needs. More information about Spectrum Enterprise can be found at enterprise.spectrum.com.

Highlights:

You focus on exceeding client expectations during all inbound post-installation support communications related to audit and billing functions, including processing account adds and changes. As an Enterprise Client Services Representative, you excel at establishing and maintaining professional and positive relationships with clients on behalf of the company.

You improve client satisfaction by addressing client issues and questions in a timely manner consistent with company policies and values. Through your expertise and understanding of each client’s current and future needs, you establish mutually beneficial processes that improve efficiency and ensure accuracy. You flourish in an office environment managing accounts across the Spectrum Enterprise footprint. You report directly to the Manager of Client Services for goals, guidance and assistance.

Position benefits:

• Competitive salary.
• Health, vision and dental insurance.
• 100% company match 401(k) up to 6%.
• Company funded retirement accumulation plan for an additional 3%.
• Education assistance.
• Pretax childcare spending account.
• Paid holidays, vacation days, personal days and sick days.
• Employee discount on Spectrum services where available.
• Formal training.

What you will do:

• Encourage company-wide growth through active and consistent support of all efforts to simplify and enhance the client experience.
• Partner with clients to process requested move, add or change (MAC) activities, including Enterprise, small-to-medium business (SMB) and Resi-bulk product types that include upgrades, downgrades, adjustments, proof of concept (POC) information, bill-to address and other general account changes.
• Enhance client satisfaction through detailed order management of post-sales and order entry activities for service orders within defined timeframes in adherence with department processes and procedures.
• Review, research and resolve client concerns and issues, to include billing and credit disputes, aging activity, disconnects and general inquires using detailed research and clear communications.
• Resolve major contract and billing system inconsistencies by identifying discrepancies and requesting corrections from Sales, Order Implementation, Sales Support or Provisioning.
• Align Billing and other client resource management (CRM) systems through audits and updates of client information and ensure clean and synchronous databases for reporting teams.
• Troubleshoot unforeseen and varying situations to determine and engage appropriate resources to meet client commitments.
• Improve client retention by identifying, understanding and resolving root cause issues for escalations.
• Increase efficiency by remaining current and knowledgeable on every aspect of our products, services and systems.
• Ensure efficient and effective client interactions through participation in quality coaching sessions.
• Create data-driven reports for work-related concerns for senior leadership to leverage.
• Mitigate risks by complying with all department standard level agreements (SLAs), company and call center policies and procedures.

Required keys for success:

• One or more years of experience working with CRM databases, such as Salesforce.
• One or more years of ICOMS or CSG billing and data entry experience.
• Three or more years of telecommunications or cable industry experience.
• Excellent understanding of billing systems.
• Team-oriented, self-motivated and highly dedicated professional.
• Proven initiative with the ability to learn quickly.
• Prioritization and organizational skills with the ability to handle various tasks simultaneously.
• Deadline-driven with the ability to work effectively under minimal supervision.
• Detail-oriented and follow-up skills.
• Proficient with Microsoft Word, Excel and Outlook.
• Effective written and spoken English communication skills with all levels of an organization.

Your education:

• Associate degree in business or a related field (required).

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