Lead Billing Location Zanesville, OH : This position will provide support to call center agents. Responsibilities will include assisting agents, coaching, and handling customer escalations. Essential Job Functions: Performs all duties of a customer service representative. Actively supports customer service agents in a real time environment, including; answering questions on demand, assisting with escalations, teaching order entry, demonstrating processes and techniques, facilitates first call resolution and branded customer experience. Actively listens for, identifies, and tracks agent support and coaching needs and reports such to agent supervisor for offline coaching sessions. Maintain high availability and visibility to customer service agents, prioritizing situations with a high degree of agent and/or customer frustration. Identifies process improvement opportunities. Interfaces with other departments to resolve issues in an expeditious manner. Assists Customer Service Supervisor in training, monitoring work, and delegating work to CSRs. Provides feedback to management regarding performance issues and makes recommendations on training needs as appropriate. Assumes shift responsibilities in Supervisor's absence by coordinating department staffing and scheduling activities following prescribed department policies and procedures. Answers and handles incoming and outbound customer phone calls by responding to customer inquiries, including escalated calls, and processing service requests following prescribed department policies and procedures. Promotes and sells all Charter Communication and informs customers of entertainment options following prescribed department policies and procedures. Researches and troubleshoots customer concerns including repair and reception problems over the telephone to reduce truck service calls whenever possible. Educate customers regarding services and converter/remote equipment. Ensures customer service reps enter, and audit for accuracy, all work orders. Verifies and updates related subscriber information in order to ensure the integrity of the database. Builds and maintains positive relationships with internal and external customers on an ongoing basis. Some shifts will require support of agents assigned Overnight Call Center skills for Midwest Region. Perform all other duties as assigned. Job Requirements: 1 year experience with Charter Communication, Sales, Tier 3, or other inbound customer facing position. During your employment with Charter Communication you must have achieved and maintained a high level of performance (solid or better) and also maintained an acceptable attendance record and have had no written warnings in the last six months. Ability to handle escalated calls Ability to multitask in a fast paced environment Ability to use diagnostic and informational tools Able to change schedules as needed No physical limitations that would restrict movement around the call center High degree of ICOMS billing system expertise as well as knowledge of Customer Care processes Demonstrated experience mentoring, training, or supporting agents in an one on one environment agents Demonstrated experience supporting new hire development Demonstrated ability through previous special projects Excellent MS Office suite skills Excellent QA and occupancy scores Demonstrated high customer satisfaction skills through ETS scores Experience supporting multiple divisions within Midwest Region Education Level: High School Graduate or General Education Diploma (GED) Charter Communications reaffirms its commitment to providing equal opportunities for employment and advancement to qualified employees and applicants. Individuals will be considered for positions for which they meet the minimum qualifications and are able to perform without regard to race, color, gender, age, religion, disability, national origin, veteran status, sexual orientation, gender identity, current unemployment status, or any other basis protected by federal, state or local laws. CCS111 2025-26136 2025 Here, employees don't just have jobs, they build careers. That's why we believe in offering a comprehensive pay and benefits package that rewards employees for their contributions to our success, supports all aspects of their well-being, and delivers real value at every stage of life. A qualified applicant's criminal history, if any, will be considered in a manner consistent with applicable laws, including local ordinances. Get to Know Us Charter Communications is known in the United States by our Spectrum brands, including: Spectrum Internet®, TV, Mobile and Voice, Spectrum Networks, Spectrum Enterprise and Spectrum Reach. When you join us, you're joining a strong community of more than 101,000 individuals working together to serve more than 32 million customers in 41 states and keep them connected to what matters most. Watch this video to learn more. Who You Are Matters Here We're committed to growing a workforce that reflects our communities, and providing equal opportunities for employment and advancement. EOE, including disability/vets. Learn about our inclusive culture.