Billing Assistant Manager

Pencor Services•Palmerton, PA

2d•Hybrid

About The Position

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.

Requirements

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

Responsibilities

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