Claims Supervisor

CARS PROTECTION PLUS INC; San Antonio (TX); On-site; USD 65,000 - 90,000; Full time

Job summary

Charter Communications, Inc. is seeking a Supervisor of Billing to lead a high- to mid-volume contact center in the Schertz, TX area. You will direct hiring, staffing, training, and maintaining a diverse workforce while driving strategic payment initiatives and customer experience.

The role emphasizes coaching, KPI management, and cross-functional collaboration to achieve organizational objectives. On-site work five days a week with potential travel and non-routine night/weekend coverage.

Qualifications

• Requires a high school diploma or GED; college preferred but not required.
• 4–5 years of call center, order fulfillment and customer service experience.
• Proven ability to coach and develop high-performing payment teams.
• Strong analytical skills and adaptability to market conditions.
• Fluent in Microsoft Office products, especially Excel; strong verbal and written communication.

Responsibilities

• Manage large volumes of calls, voicemails, and email inquiries.
• Build and maintain a high-performing, engaged team.
• Hire and train new employees.
• Develop a culture of accountability and results.
• Remove obstacles and improve customer experience.
• Lead cross-functional collaboration with other leaders.
• Manage KPIs to meet/exceed objectives.
• Own projects aligned with strategic initiatives.
• Understand billing/payment environments and offerings.
• Lead training to improve industry knowledge and skills.
• Identify skill gaps and coach staff to close them.
• Conduct QA reviews and provide feedback.
• Answer questions and support staff.
• Monitor workload to optimize procedures.
• Maintain integrity and discretion with confidential information.

Skills

Excel

Verbal communication

Written communication

Analytical skills

Team leadership

Coaching

Multi-tasking

Call center experience

Customer service

Education

High School Diploma or GED

Bachelor’s degree (preferred)

Tools

Microsoft Office

Job description

Status: On-Site 5 days a week (Schertz, TX) Exempt

Position Purpose

The Supervisor of Biling manages a high mid-to moderate volume contact center and represents, communicates and executes specific payment strategies. Directs the efforts of others in the achievement of the strategic and operational objectives of the group. Manages the hiring, staffing, training and maintaining of a diverse and effective workforce.

Responsibilities

The Supervisor of Billing must be able to perform all the following duties and responsibilities with or without reasonable accommodation.

• Manage large amounts of incoming calls, voicemails, and email inquiries.
• Build and maintain a high performing team of engaged empowered employees.
• Hire and train new employees.
• Develop a positive culture of purpose and accountability to results.
• Actively remove obstacles and build skills to improve customer experience.
• Build informal leadership within the team and work collaboratively with leaders from cross functional teams.
• Manage key performance indicators to consistently meet and exceed objectives.
• Proactively own and drive projects and programs that align with strategic business initiatives.
• Understand the payment/billing environment and be capable of building familiarity with product/service offerings.
• Lead team training to improve industry knowledge and skills.
• Identify deficiencies in skills among representatives and work to improve individuals’ capabilities through coaching, development, and training.
• Responsible for completed QA reviews and provide appropriate feedback to staff.
• Answer general questions and offer support to staff.
• Ability to engage in critical thinking to consider multiple options, sources, and possible solutions.
• Through a variety of tools monitor and review workload to ensure that all procedures are optimized.
• Possess and exhibit an exemplary level of integrity and discretion in handling confidential information.

Requirements

• The minimum educational background of an applicant to this position is a high school degree or GED required. College preferred although not required. Must have at least 4 – 5 years of call center, order fulfillment and customer service experience.
• Able to inspire and lead the team through transformational change.
• Demonstrate ability to coach and develop highly performing payment teams.
• Strong analytical skills and ability to adjust tactics as needed to win in the marketplace.
• Fluent in Microsoft Office products, particularly Excel.
• Strong verbal and written communication skills.
• Ability to multi-task, prioritize, and manage time effectively.

Nature of Supervision: The incumbent is responsible for exercising discretion and independent judgment when performing job duties and must display a high degree of ethics, integrity, professionalism, and respect. Minimal guidance is provided on some, but not all, tasks to be performed. Independent decision-making is a daily responsibility.

Supervisory Responsibility

The nature of this position entails supervising staff, to include interviewing, hiring, ongoing training, assignment delegation and follow-through, as well as periodic performance evaluation and disciplinary action when necessary.

The majority of job responsibilities are performed while seated indoors with little exposure to hazards. Travel will be required for this role. Some flex hours may be required (must be able to work nights and weekends on a non-routine basis).

Contacts

Interaction will occur with all levels of employees and management, outside vendors and contractors in the performance of the job duties as they relate to the Supervisor of Customer Service. Interaction will generally entail the exchange and gathering of information and responding to questions and requests from Operations leaders.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.