Associate Customer Support Professional
Comcast (Philadelphia, Pennsylvania)

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The Customer Account Manager position is responsible for ensuring accurate reflection of revenue for national Ethernet customers in the billing platform. The position will manage all billing adjustments / inquiries for Ethernet customers. Principal responsibility will be to ensure accurate billing for E-Rate customers. The Customer Account Manager position requires the ability to read and comprehend contracts along with terms and conditions. This position will work closely with Sales to resolve billing disputes. In addition this position will interact with multiple operational groups to obtain and secure accurate data for billing.


•Manage all billing aspects of national account Ethernet customers regarding billing disputes and adjustments.
•Effectively communicate and develop a rapport with customers to provide billing account support.
•Demonstrate cross-functional expertise in billing resolution pertaining to service outage credits and contract termination penalties.
•Manage national account Ethernet billing migrations to ensure accurate and timely revenue recognition.
•Provide support to internal groups regarding contract price changes and assist with reconciliation and billing adjustments. Provide communications of adjustments / corrections to sales and the customer as necessary.
•Provide timely and appropriate support to Sr. Manager as needed for weekly reporting and ad-hoc analysis.
•Interface with national Ethernet sales team and E-Rate group to ensure E-Rate policy is adhered to pertaining to billing.
•The Customer Account Manager must be able to work independently to manage all aspects of billing disputes and resolutions. In addition this individual will work with corporate, division and regional finance regarding questions about the monthly general ledger allocations from the national billing platform.
•Other duties as assigned


Required Skills:
Associate or Bachelor’s degree
• A strong commitment to customer experience
• Strong analytical, organizational and problem solving skills
• Ability to manage multiple priorities, timelines and demands of the business environment.
• Previous outside customer service / sales experience
• Self motivated individual with dedicated sense of follow-up
• Advanced oral and written communications
• Project Management skills
• Telecommunications background