Mgr Billing Customer Care

Centurylink Mansfield , OH 44902

Posted 2 months ago

CenturyLink (NYSE: CTL) at is a global communications and IT services company focused on connecting its customers to the power of the digital world. CenturyLink offers network and data systems management, big data analytics, managed security services, hosting, cloud, and IT consulting services. The company provides broadband, voice, video, advanced data and managed network services over a robust 265,000-route-mile U.S. fiber network and a 360,000-route-mile international transport network. Visit CenturyLink at for more information.

Job Summary

Manages day to day dispute resolution activities for all Enterprise legacy entities. Leads team by conveying the strategic goals of the Company. Ensures that each individual analyst provides a positive customer experience by ensuring disputes are resolved timely. Identify and develop plans to drive efficiencies, risk mitigation, cost reduction and then executes and monitor these plans. Establish and maintain a positive relationship with the employees and customers. Remove roadblocks and gain efficiencies. Ultimately ensure issues are resolve so the customer will pay invoices timely.

Job Description

  • Responsible to lead team to develop and execute strategic plans for resolving customer disputes in alignment with assigned resources and budget.

  • Ensuring that the strategic goals of the Company are communicated with team so that resources can be aligned to achieve those goals.

  • Develop the skillsets, both hard and soft skills, of direct reports and employees through coaching and mentoring.

  • Creating an environment of personal growth. Helping employees understand growth comes from mistakes and to move forward improved. Minimizing the fear of failure and lack of action

  • Collaborate with my team, peers, and other organizations to identify resolution to root causes to minimize reoccurring issues. Consistently look for efficiencies and improvements.

  • Promote good employee relationships through communications by being aware of changes, implementing changes and communicating to employees to assist in buy in of changes. Weekly collaborative meetings. Monthly performance feedback and midyear and end of year performance plans. Recognizing successes.

  • Ensure everyone incorporates some fun while achieving our goals and being successful

  • Review daily reports and taking actions as required

  • Ensure that all employees have opportunities for learning and attending training classes

  • Remove roadblocks to help employees get their work done,

  • Provides support on escalated issues. Ensure that are key stakeholders receive timely updates and communicate resolution to customer and provide closure to their issue.

  • Monitors, evaluates, and drives necessary corrective actions for behavior changes and success

  • Partners with billing operations, process and finance for process improvements,

  • Drive success in meeting key metrics Improved Customer Experience through timely dispute resolution, driving improved efficiencies

  • Establish employee schedules, clearly communicate expectations around policies, and monitor employee time. Employees will work directly with the manager on any exceptions.


Prior Telecom experience preferred

Prior Finance or Billing background preferred
5+ years of related experience


Bachelors or Equivalent

Alternate Location: US-Ohio-West Mansfield

Requisition # : 211304

This job may require successful completion of an online assessment. A brief description of the assessments can be viewed on our website at

EEO Statement

We are committed to providing equal employment opportunities to all persons regardless of race, color, ancestry, citizenship, national origin, religion, veteran status, disability, genetic characteristic or information, age, gender, sexual orientation, gender identity, marital status, family status, pregnancy, or other legally protected status (collectively, "protected statuses"). We do not tolerate unlawful discrimination in any employment decisions, including recruiting, hiring, compensation, promotion, benefits, discipline, termination, job assignments or training.


The above job definition information has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. Job duties and responsibilities are subject to change based on changing business needs and conditions.

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Mgr Billing Customer Care