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SR ANALYST-CUSTOMER ACCOUNT SERVICES

SR ANALYST-CUSTOMER ACCOUNT SERVICES

ID 
2017-11888
Job Locations 
US-WI-Madison
Company 
TDS Telecom

More information about this job

Overview

The Customer Account Services Team in Billing Operations is looking for an energetic person with a strong commitment to customer service.  The Senior Analyst - Customer Account Services supports multiple business segments and works with multiple types of billing and billing systems which include TDS Telecom wholesale carrier access services, Zolo Media local advertising placement and OneNeck hosted, managed, data center services. 

 

Responsibilities include:

  • providing a high level of customer services for large key customers
  • resolution of billing inquiries through coordination with various internal teams, ensuring collection of revenue, including payment arrangements, and research
  • develop, and implement process improvements

Related duties include writing correspondence, negotiation, data analysis, and research.

 

Customer Account Services is the single point of contact for customers in the business segments it supports.  The Customer Account Services Team is responsible for providing excellent customer services to its internal and external customers and ensuring collection of revenue.  The team also supports projects which impact billing such as acquisitions, new products which require cross functional teams to implement, billing system enhancements and migrations, and other business initiatives.

 

This position interfaces on a regular basis with personnel from multiple levels of Sales, Operations, Production, Legal, Tax, and Accounting.

Responsibilities

The Senior Analyst-Customer Account Services is responsible for customer account level services responsibilities as listed below:

  • Manage the overall accounts receivables processes – ensuring effective processes, timely completion of activities, appropriate coordination with sales, operational, and production teams, and realization of intended results.
  • Handle complex billing disputes – bringing them to effective resolution.
  • Act as primary contact for customer’s inquiries and questions from key, complex, and high priority customers. Includes handling customer escalations as needed to assist Coordinators and Analysts; and interface as needed with internal teams to ensure accurate billing and/or adjustments. 
  • Manage overall account set up and maintenance activities and projects to ensure accurate billing regardless of the billing systems; assist in the research and resolution of issues; provide feedback, guidance, and direction to others.
  • Coordinate and collaborate with other teams to define and document manual billing processes.
  • Research new processes, develop process documentation, and work on process improvements.
  • Complete complex data analyses, summarize results, and propose appropriate solutions and recommendations.
  • Represent Customer Account Services on cross functional project teams

Qualifications

Required Qualifications

  • Bachelor’s degree or 4+ years professional work experience
  • 3+ years of telecommunications industry experience

Other Qualifications

  • 3 + years billing experience
  • Superior verbal and written communication skills, including the ability to communicate effectively and work with others in a team environment.
  • Experience with dispute management and/or collections strongly desired.
  • Ability to understand tariffs and contracts and how they affect billing and collections.
  • Must be versatile and adaptable to many different types of people and situations and must be able to work with individuals of diverse backgrounds, ages, and levels within and outside the organization.
  • Excellent organizational skills; ability to work effectively under multiple, and often changing, priorities.
  • Detail oriented; strong research, analytical and problem-solving skills.
  • Self-motivated and able to work independently.
  • Consistently demonstrates a professional image and positive attitude.
  • Desires continual self-development -- seeking new challenges and ways to learn new processes and skill sets.
  • Able to identify business process improvement opportunities and formulate/implement effective solutions
  • Proficient with computers and various software packages utilized within TDS (i.e. Windows environment, Microsoft Office Suite, etc) with a strong aptitude to learn new systems with little instruction.
  • Thorough understanding of billing and in-depth knowledge of TDS’s billing systems is a plus.
  • Strong technical aptitude; experience with the ACL (Audit Control Language) program is a plus
  • Solid work ethic and demonstrated ability to meet deadlines
  • Able to identify business process improvement opportunities and develop a plan to document and implement the process improvement.