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| POSITION DESCRIPTION | TELECOMMUNICATIONS INDUSTRY MARCH 2009 |
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Billing Investigations Specialist |
| Position Code: | 772 | | Career Level: | 2 |
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Responsible for
Investigating all problematic accounts and implementing strategies to resolve any residential or corporate customer billing disputes. |
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Reports To
Billing Supervisor. |
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Supervises
No supervisory responsibilities. |
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Main Activities
Providing fault resolution of Residential and Corporate Customer billing disputes.
Engaging in intensive account investigation.
Providing basic account management to assist in completing the customer service experience.
Formatting call data to help with accurate resolution of faults.
Processing and reporting on Customer Care credit requests.
Liaising with all departments to inform and coordinate problem resolution.
Initiating workplace strategies to assist the team in moving forward.
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Key Skills
Customer service experience.
Proficiency in Microsoft Word, Microsoft Excel and Microsoft Outlook.
Confident telephone manner.
Sound written and oral communication skills.
Problem solving abilities.
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Internal Contacts
Call Centre staff (corporate and retail), Sales staff. |
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External Contacts
Corporate and retail customers. |
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Typical Experience
Entry level position, but may have up to one years experience working in a customer support environment. |
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