 Coach Commercial Billing Specialists on technical issues concerning internal & external process related to billing, ordering issues, products & systems used in the ordering process Offer ideas/solutions and coach to solve customer issues Routinely audit team production and conduct Quality Audits of Commercial Billing Specialists work. Provide Quality Coaching to Commercial Billing Specialists as well as report progress to Supervisor Process internal customer correspondence through Oracle System Supplements formal HR training with initial and continuous on-the-job training to Advisors Identify key process changes and implement solutions

• First point of contact for all Business Sales & Service Advisors (I & II) answering procedural inquiries related to products, services, systems and processes.• Assist with first level customer escalations, special needs customers,pass high level escalations to proper supervisor• Provides training to new employees and tracks progress on job knowledge and skill level• Document team progress and create necessary team resources including updates on all documentation and resources as needed•Follow-up with a customer issues, including high priority customer issues

• Consult and sell highly technical products/services • Proactively analyze and audit customer bills • Provide monthly referrals to the greater sales force by utilizing current customer base