Job Summary
Responsible for advocating for customer billing support needs within Comcast. Manages billing questions and requests. Performs required billing system reviews to produce error-free customer invoices. Collaborates with other internal teams to identify process gaps, perform root cause analysis and customize solutions. Submits credit requests accordingly. Works with moderate supervision/guidance. Accountable for individual results and impact on team.Job Description
Core Responsibilities
- Provides onboarding support including developing introductory materials to billing and payment systems.
- Acts as a billing representative for Comcast.
- Manages a weekly/monthly/quarterly summary billing report containing, but not limited to, open disputes, credits, back-dated charges, audit findings, and customer support resolution statistics.
- Prepares weekly/monthly/quarterly account review presentations for both internal and external stakeholders.
- Experienced in working with large data sets in Excel, pulled from multiple source systems and spreadsheets.
- Completes monthly billing comparison review between internal systems to ensure the customer receives a clean invoice, free of billing errors.
- Audit/ownership of accuracy and timeliness of Comcast Business Customer invoicing, including Customer facing questions, issues and unique invoice/credit requirements. (ECAS)
- Submits all credit requests relating to billing errors.
- Acts as a direct contact to resolve basic billing questions, offer payment options and invoice walkthroughs, as well as specific charge related questions.
- Acts as the mediator for all billing dispute resolutions including receipt of dispute, validation research, credit/change submission, and root cause analysis.
- Perform general root cause analysis for internal process gaps related to billing.
- Complete proactive audits across all source systems, billing systems and contracts to ensure invoice accuracy month over month (ECAS)
- Activate billing for sites that have not been started properly within 90 days of installation. (ECAS)
- Serve as Customer invoice advocate – introduce and answer questions about invoices, billing platforms, etc. (ECAS)
- Process change of ownerships for franchised accounts (ECAS)
Employees at all levels are expected to:
- Understand our Operating Principles; make them the guidelines for how you do your job.
- Own the customer experience - think and act in ways that put our customers first, give them seamless digital options at every touchpoint, and make them promoters of our products and services.
- Know your stuff - be enthusiastic learners, users and advocates of our game-changing technology, products and services, especially our digital tools and experiences.
- Win as a team - make big things happen by working together and being open to new ideas.
- Be an active part of the Net Promoter System - a way of working that brings more employee and customer feedback into the company - by joining huddles, making call backs and helping us elevate opportunities to do better for our customers.
- Drive results and growth.
- Respect and promote inclusion & diversity.
- Do what's right for each other, our customers, investors and our communities.
Disclaimer:
- This information has been designed to indicate the general nature and level of work performed by employees in this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications.
We believe that benefits should connect you to the support you need when it matters most, and should help you care for those who matter most. That's why we provide an array of options, expert guidance and always-on tools that are personalized to meet the needs of your reality—to help support you physically, financially and emotionally through the big milestones and in your everyday life.
Please visit the benefits summary on our careers site for more details.
Education
Bachelor's DegreeWhile possessing the stated degree is preferred, Comcast also may consider applicants who hold some combination of coursework and experience, or who have extensive related professional experience.Certifications (if applicable)
Relevant Work Experience
2-5 YearsComcast is proud to be an equal opportunity workplace. We will consider all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, genetic information, or any other basis protected by applicable law.