Billing Assistant Manager

Company: PenTeleData 

Hybrid WFH Shift: Monday-Friday, 8AM-5PM

Pencor and its subsidiaries are Equal Opportunity Employers

PenTeleData, a leader in Data transport technologies, has an exciting career opportunity available for a detail-oriented Assistant Manager in our Customer Call Center. 

Our Billing Assistant Manager serves as a leader and point of contact for various levels of management, support staff and customers.  They must be professional, approachable and knowledgeable in all facets of our Call Center’s fast-paced environment. This “hand-on” role requires a strong customer focus with superb problem-solving, communication and computer skills combined with the ability to provide positive and consistent motivation.

Responsibilites include:

• Handling questions and problems from Billing Clerks and Supervisors professionally and proficiently


• Handling before and after billing cycle tasks such as refunds, delinquent customers, payments and returned checks


• Creating and updating DSL accounts


• Speaking with customers who need more assistance than a Billing Clerk or Supervisor can provide


• Monitoring daily activities in the department


• Monitoring phone calls for content and professionalism


• Corresponding with other departments to resolve issues


• Attending monthly supervisor meetings


• Reviewing daily, weekly and monthly reports


• Continuously working towards improving customer service skills and knowledge


• Handling special reports and projects that come through


• Enforcing company policies as needed


• Provide back-up phone support (if needed)


• Other duties as assigned by the Manager/Director

Qualifications

• H.S. Diploma or G.E.D.


• Minimum of two years customer service and call center experience


• Previous management or leadership experience preferred


• Current performance in good standing


• Knowledge of PenTeleData CSR/Billing Departments call handling procedures


• Knowledge of PenTeleData CSR/Billing Departments and company policies


• Knowledge of Microsoft Outlook, Word and Excel 


• Knowledge of BRM, AS400, ICOMS, SMART, SharePoint, Service Console, SECTVNet and SECV lookup 


• Excellent Communication Skills - Oral and written


• Excellent Listening Skills


• Excellent Problem-Solving Skills


• Good Typing Skills


• Superb Organizational Skills


• Ability to maintain a positive attitude


• Ability to work efficiently and effectively both independently and as part of a team


• Ability to be an effective leader and promote positivity


• Ability to act in a confident and professional manner


• Ability to handle proprietary / confidential Information appropriately


• Ability to support and back up the Manager/Director


• Ability to delegate responsibilities to the team as needed


• Ability to multitask in a fast-paced environment


• Ability to adapt to change and the changing needs of the company