Location: West Warwick, Rhode Island

Apply now by using the following URL (copy/paste):  https://jobs.cox.com/search-jobs/customer%20care/Rhode%20Island%2C%20US/1623/1/3/6252001-5224323/41x75038/-71x49978/50/2  

Description
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.

 

We offer…

• 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)
• 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

Primary Responsibilities and Essential Functions

• 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

Customer Research

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

Account Change Management

• 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

Customer Service

• 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

Qualifications
 

Minimum

• 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

Preferred 

• Optix experience a plus
• KANA experience a plus
• Knowledge of industry products, including set-top boxes, telephony devices is a plus
• Ability to demonstrate high ethical standards, and personal integrity
• Ability to interact with diverse audiences with the utmost sensitivity

Experience in telecommunications industry 
 

Apply now by using the following URL (copy/paste):  https://jobs.cox.com/search-jobs/customer%20care/Rhode%20Island%2C%20US/1623/1/3/6252001-5224323/41x75038/-71x49978/50/2  

 

About Cox Communications

Cox Communications is a broadband communications and entertainment company, providing advanced digital video, Internet, telephone and home security and automation services over its own nationwide IP network. Cox Business is a facilities-based provider of voice, video and data solutions for commercial customers, and Cox Media is a full-service provider of national and local cable spot and digital media advertising. Cox is known for its pioneering efforts in broadband, voice and commercial services, industry-leading customer care and its outstanding workplaces. More information about Cox Communications, a wholly owned subsidiary of Cox Enterprises, is available at www.cox.com and www.coxmedia.com.

Cox is an Equal Employment Opportunity employer - All qualified applicants/employees will receive consideration for employment without regard to that individual’s age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law.

Organization: Cox Communications, Inc.

Primary Location: US-RI-West Warwick-9 J.P. Murphy Highway

Employee Status: Regular

Job Level: Individual Contributor

Shift: Day Job

Travel: No

Schedule: Full-time