Altice USA is a cutting-edge communications, media, and tech company. We connect people to what matters most to them; texting with friends, advertising that resonates, or binge watching their favorite show. Our differentiated approach centers around technologies that push the envelope and deliver the ultimate customer experience. We're building a workforce that attracts and retains the best talent, not only to meet the needs of our customers, but that also reflects the diverse communities we serve. We're not the only ones who have seen it; we've recently been recognized by Forbes as one of America's Best Employers as well as by the Human Rights Campaign, DiversityInc Magazine, and Cablefax for our diversity & inclusion program.
Under limited supervision, support the external and internal customer experience by providing accurate resolution and working knowledge of payment processing, research and customer service in a multi-product environment for the entire Cable & Communication organization.
DUTIES AND RESPONSIBILITIES
1. Performs and communicates within compliance all aspects of the Cable Data, OSMS, and web-based billing systems (i.e. E-bill, EBOX, IVR, Mobile, Wells Fargo etc.).
Reviews and utilizes cycle cutoffs and related information to maximize customer satisfaction including but not limited to accounts receivables, and customer correspondence
Understands, administers and ensures compliance of company policies and procedures
Possess working knowledge of the subscribers monthly billing statement which includes charges, prorates, credits, install fees, late fees, non sufficient funds fees, pay per view charges, equipment charges
Evaluates researches and resolves standard customer issues to include on-line web tools (KDB, Wells Fargo, Chase Bank, E-bill, EBOX, mobile ) and reviewing data from various in-house reports. Responds to customer inquiries and complaints.
Responsible for reporting any system issues or errors that hinder the performance of the database
Demonstrates analytical proficiency and diagnostic skills in resolving customer issues on first contact, including exercising empowerment (taking ownership), and appropriate follow-through.
Coordinates the research, adjustments and payment applications of customer accounts. Ensures that standard resolution and completion (including quality control) of payment processing, deposit preparation, research, and report entries are processed on an accurate and timely basis.
Processes manual local area payments, bulk management invoicing, lockbox exceptions, and credit cards.
Responsible for accurate payment processing and deposit preparation (including Daily Transmittal Forms).
Ensures the maintenance of all customer payment options to include but not limited to credit cards, COD's, direct payment program, check by phone, direct office payments
Follow proper banking institution and armored car service procedures
Researches and reconciles standard payment exceptions, disputes and misapplied payments
Responsible for resolving issues that are of moderate complexity, that require research or escalation as it relates to the day-to-day operation
Responsible for balancing lockbox deposits and preparing for any overpayments.
Meet standard corporate requirements as dictated by Corporate Accounting
Provide information to the Supervisor regarding reconciliation items such as internal payment batch overage and shortages that may affect cash reporting
Report all processing discrepancies as stated in the established policies and procedures
Provide feedback to the Supervisor regarding issues that affect the day-to-day Cash Management function
Manages cash management traffic desk to ensure proper handling of internal mailboxes, phone calls, faxes and subscriber inquiries are resolved within department compliance.
Provide advanced, professional, courteous, and accurate service support to our customers for all Optimum products and services.
Responsible for achieving high levels of customer satisfaction while performing the customer service support function.
Consistently and effectively perform all actions needed to resolve customer issues during the first point of contact.
Maintain proficiency and knowledge of new emerging applications, consumer electronic technology and other end user devices that customers connect to or use on the Cablevision network.
Use all contact channels (phone, email and text), the representative will provide consistent, effective and efficient handling of customer transactions in real time. This includes, but not limited to: working simultaneously with multiple software applications; immediate/direct keyboarding into customer service information systems; consistently following up on promises and commitments on a timely basis; and appropriately identify and escalate unresolved issues.
Provide routine and advanced customer service billing support. This includes, but not limited to: explaining billing statements to customers, processing customer payments for service, and issuing credits.
Effectively communicates, using professional and appropriate language, to explain customer bills, payment issues and handle billing disputes consistent with Cablevision standards.
Consistently and accurately document to databases as required (i.e., IDA, DDP, KDB forms, research logs etc.).
On a daily basis, keep current and informed on all informational sources available (i.e., KDB, field communications, training documents, etc.).
Perform all work-related tasks, including escalation of issues, in a manner that is in compliance with the Cablevision values, policies and procedures.
Consistently meet all delivery, technical, productivity, and process goals consistent with the grade level requirements.
Participates in special projects and performs other duties as assigned.
Responsible for ensuring the timely completion of standard level projects in conjunction with Billing and Collections Management.
Responsible for performing any and all administrative tasks through use of appropriate company documentation, ensuring it is completed in a thorough and accurate manner.
Responsible for meeting company standards pertaining to quantity and quality of work performed on an ongoing basis.
Responsible for performing all work related tasks in a manner that is in compliance with all Cablevision policies and procedures.
Perform such duties, as the position's supervisor may deem necessary.
Utlize their knowledge of payment processing, research, and customer service, to ensure accurate posting, deposit preparation, and application of all payment methods, including E-bill, Clear-Tran, lockbox, credit card, IVR, recurring, home banking, third-party, and cash/money orders.
High School Diploma or equivalent required. Work experience in banking or other financial
Experience in the Telecommunication Industry preferred including knowledge of the billing system and order processing.
Excellent problem solving, conflict resolution and analytical skills.
Excellent oral and written communication skills, organization skills, and accuracy with details required.
Altice USA is an Equal Opportunity Employer committed to recruiting, hiring and promoting qualified people of all backgrounds regardless of gender, race, color, creed, national origin, religion, age, marital status, pregnancy, physical or mental disability, sexual orientation, gender identity, military or veteran status, or any other basis protected by federal, state, or local law.
Altice USA, Inc. collects personal information about its applicants for employment that may include personal identifiers, professional or employment related information, photos, education information and/or protected classifications under federal and state law. This information is collected for employment purposes, including identification, work authorization, FCRA-compliant background screening, human resource administration and compliance with federal, state and local law.