The Cox Business Customer Care Specialist (Account Services) is responsible for customer care duties for National Cox Business Billing.  This role supports internal/external customers with general billing inquiries, order fulfillment status, account service changes, detailed account research, and all other requests.  Responsibilities include daily email contact with our National Account customers.   Provide general billing support for the New England, Florida, Georgia, Louisiana, Oklahoma, Nevada, Cleveland, NOVA and SOVA (additional markets may be added in the future) markets.

 

• Competitive wages with potential for additional financial incentives for motivated team members!
• FREE Internet and other Cox discounted services
• Medical, Dental, and Vision Benefits first day!
• Casual, yet energetic and engaging work environment
• Retirement Benefits including 401(K) and Pension
• Work-life balance, including generous time off policies:  Up to 22 days of Paid Time Off during first year, plus 7 Paid Holidays
• Tuition Assistance provided
• High degree of commitment to our communities including volunteer opportunities
• Career Advancement Opportunities across the Cox family of companies

 

 

• Receive inbound phone requests from Internal/External customers regarding General Billing Inquiries
• Resolves Billing Inquiries at first contact in a timely and courteous manner
• Receives customer payments via phone and ensures accurate account disposition through proprietary Cox tools
• Handles National Account requests to ensure accurate and complete account organization, managing up to hundreds locations in multiple Cox markets
• Act as the liaison between the customer and CB field organizations to resolve customer inquiries, issues, and requests
• Processes direct mail and Returned Mail requests
• Process & post payments in ICOMS for CB Wholesale and Service Provider customers

• When required, issues Customer credit to ensure proper account balances
• Escalates issues to NSC Supervisor and/or Tier II Cox Business National Accounts appropriately

• Review and enter orders in Optix account management tool.
• Processes and completes Move/Add/Change requests.
• CPNI Updates and Name changes
• Process and complete requests via KANA tool

• Must provide world class customer service on all transactions, as defined by our Cox Quality measurements
• Must be able to satisfy customer escalation/complaints timely and effectively
• When applicable, transitional selling and effective lead submission to CB Sales
• Administrative project support when needed
• Performs all other duties as assigned

• HS diploma, GED or relevant work experience
• 1 or more year of experience preferred in related field (Account Services/Billing)
• Good understanding of billing procedures 
• Excellent communication skills both verbal and written
• Strong interpersonal skills, with the ability to maintain a positive attitude and self-composure under varying circumstances with all customers (internal/external)
• Ability to build working relationships to effectively work with teams throughout the organization
• Able to multi-task and prioritize work with multiple applications
• Self-motivated
• Ability to handle high volume of calls on a consistent basis
• Proficient analytical skills to determine the best course of action
• Experience using Microsoft Office Suite (Word, Outlook, Excel) applications in a work setting

 

From the valued customers we connect through our innovative communications services, to the employees we unite through exciting career opportunities, Cox is all about bringing people together and enhancing their lives.

 

Cox is known for its pioneering efforts in cable, telephone and commercial services, industry-leading customer care, and its outstanding workplaces. We are always looking for talented professionals to join our team! Cox offers competitive salaries, an excellent benefits package (healthcare, pension, and 401k) and a best-in-class working environment.

 

Cox is an equal employment opportunity employer, disabled/protected/veteran and a wholly owned subsidiary of Cox Enterprises. Learn more at: http://www.cox.com/.

 

Statement to ALL Third Party Agencies and Similar Organizations: Cox Communications accepts resumes only from agencies with which we formally engage their services. Please do not forward resumes to our applicant tracking system, Cox Communications employees, or send to any Cox Communications facility. Cox Communications is not responsible for any fees or charges associated with unsolicited resumes.