Billing Customer Care Specialist I - Broomfield, CO or Monroe, LA

The Role

As a Lumen Billing Customer Care Specialist I, you will be interacting with business customers to provide information in response to inquiries regarding Lumen products and services.

The Main Responsibilities

Acts as the principal billing care specialist for our business customer base. Analyzes and resolves billing disputes for customers. Recommends solutions and follows through to achieve resolution for the customer. Works cross functionally with our collections, sales, service delivery, base management and other teams to correct invoices, and improve the customer experience. This position will require both written and verbal communication skills with CenturyLink customers.
Job Duties:
• Resolve billing related issues for business customers and contact customers via the phone and email to provide status.

• Update billing tickets upon receipt within 24 hours and note ticket every 5 business days with next steps until the issue is resolved.

• Ability to manage ticket queue to meet expected metrics set.

• Must have the ability to analytically problem solve using a variety of ordering and systems.

• Ability to adapt to a constantly changing environment.

• Collaborate with the customer, collectors, sales/base management teams, and other internal departments to resolve billing related issues and dispute issues within the customer's established service level agreements.

• Works to determine when an adjustment is appropriate for a customer by providing documentation to support the decision. Works with manager or senior staff members on more complex billing issues, or non-routine issues.

• Provides status to billing management on aged tickets and other reports as requested.

What We Look For in a Candidate

• High School Diploma/GED or 1 year of relevant job experience with similar essential duties


• Preferred Education, Skills and Experience
  
  
  • Experience: 2 yrs
  
  
  • Education Level: High School/GED, Associate degree preferred
  
  
  • Field Of Study: Finance/Accounting/Telecom
  
  
  
  


• A combination of education and experience is acceptable


• Attention to detail with good organizational capabilities


• Ability to prioritize with good time management skills


• 1+ years experience in a telecommunications billing environment.


• Must be knowledgeable with MS Office Suite, primarily Microsoft Excel


• Excellent analytical, communication (verbal and written) and organizational skills.


• Ability to prioritize issues in an timely, efficient manner and manage a cyclical workload.


• Ability to understand and utilize multiple systems for billing and dispute management.


• Must be proactive, detailed orientated, and work in a fast paced environment.


• Good customer service focus and experience

What to Expect Next