Comcast brings together the best in media and technology. We drive innovation to create the world's best entertainment and online experiences. As a Fortune 50 leader, we set the pace in a variety of innovative and fascinating businesses and create career opportunities across a wide range of locations and disciplines. We are at the forefront of change and move at an amazing pace, thanks to our remarkable people, who bring cutting-edge products and services to life for millions of customers every day. If you share in our passion for teamwork, our vision to revolutionize industries and our goal to lead the future in media and technology, we want you to fast-forward your career at Comcast.
Job Summary
The Senior Billing Analyst relates well to the customer, thinks and exercises sound judgment and acts responsibly in the customer's and the company's best interest. The Senior Billing Analyst provides world class service to our customers by promptly answering a full range of customer requests, inquiries and complaints relating to their invoices and resolving general billing questions. Responsible for auditing customer agreements to determine contract start dates by analyzing various systems & calculating downturn allowance with the goals of increasing productivity, quality results, and continuously improving client satisfaction. Responsible for monthly billing audits to ensure accuracy for all service adds. Responsible for customer asset auditing, tracking all incoming and outgoing assets and ensuring accurate billing of assets. Has developed specialized knowledge/skills and may act as a resource for colleagues with less experience.
Job Description
Core Responsibilities
- Interacts with customers via telephone, e-mail, or video meeting to assist with a variety of customer inquiries and issues.
- Review customer contracts to determine terms and conditions as well as billing accuracy.
- Perform monthly billing audit
- Demonstrates good oral and written communication skills, with ability to articulate relevant information and directions in an organized and concise manner. Explains invoices, contracts, and dispute resolutions effectively to ensure customer understanding.
- Navigates through multiple internal systems to retrieve relevant information for resolving billing issues.
- Maintains and coordinates interdepartmental communications as they apply to customer problem resolution.
- Consistently meets or exceeds established goals and performance metrics.
- Must be able to work in a fast-paced, often high-pressure environment, with proven ability to maintain composure in stressful situations and manage and diffuse angry or upset customers. Regular, consistent and punctual attendance. Must be able to work variable schedule(s) and overtime as necessary.
- Other duties and responsibilities as assigned.
Requirements:
- Must have 3 years of relevant experience as a billing analyst
- Customer facing experience
- Excellent command of the English language
- Proficiency in the use of MS Excel application
- Preferably with customer service experience, experience in resolving customer disputes, and familiarity with reading contracts
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 Degree
While 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 Years
Comcast is 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.