Comcast Business offers a suite of Connectivity, Communications, Networking, Cybersecurity, Wireless, and Managed Solutions to help global organizations of all sizes prepare for what’s next. Powered by the nation’s largest Gig-speed broadband network and backed by 24/7 customer support, Comcast Business is the nation’s largest technology provider to small businesses and one of the leading service providers to the Enterprise market. Comcast Business has been consistently recognized by industry analysts and associations as a leader and innovator, and one of the fastest growing providers of Ethernet services.

Job Summary

Responsible for supporting accounts as they move through the collection timeline, ensuring accounts receive collection activity in timely manner. Also responsible for accurately and confidently handling customers’ inquiries while using negotiation skills to collect delinquent balance(s) and retain the customer on both inbound and outbound calls, while following federal and state collection guidelines and laws. Customers may include commercial, residential, federal and local government, hospitality, national, VIP, and multiple dwelling units (MDUs). Facilitates interactions with customers in a way that is in accordance with the Company’s service delivery strategy. Acts as an agent for a variety of ticket types, chat, email escalations and aging accounts. Establishes rapport and promotes effective relationships, upholding the Company’s commitment to the customer experience through our programs such as Net Promoter System (NPS), and the Customer Guarantee. Relates well to the customer and demonstrates a favorable image of the organization through effective use of soft skills (including active listening and problem-solving skills), professional communications, and internal/external customer interactions. Acts in the best interest of both the customer and company. Works with moderate supervision/guidance. Is accountable for individual results and impact on team.

Job Description

Core Responsibilities

• Review and process recurring and one-time charges in the billing system as the products become billable.
• Review customer contracts to determine terms and conditions as well as billing accuracy.
• Perform monthly billing audits prior to invoice production.
• Interacts with customers via telephone, e-mail, or video meeting to assist with a variety of customer inquiries and issues.
• Demonstrates good oral and written communication skills, with the ability to articulate relevant information and directions in an organized and concise manner.
• Navigates through multiple internal systems to retrieve relevant information for resolving billing issues.
• Corrects errors and discrepancies within the billing system as needed.
• 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.
• Demonstrates a high degree of professionalism, integrity, and ethical behavior, including by maintaining the confidentiality of sensitive employee, customer, and/or business data.
• Interacts with customers to assist with a variety of customer inquiries and issues.
• Regular, consistent, and punctual attendance. Must be able to work nights and weekends, variable schedule(s), and overtime as necessary.
• Other duties and responsibilities as assigned.

Requirements:

• With at least 1 year of relevant work experience in billing and collection or accounting

• Able to work on a night shift schedule

• Excellent communication skills

• This role follows a remote working setup, but the ideal candidate must be situated within the Greater Manila Area

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.
• Support a culture of inclusion in how you work and lead.
• 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

High School Diploma / GED

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.