Senior Service Representative

Responsibilities

• Work as part of the business sales process account team (e.g., Account Manager/Customer Business Manager, Sales Engineer, etc.) to meet customer expectations.
• Generate service orders via the appropriate service order system to activate voice & data services and generate billing.
• Receive calls from customers regarding billing, payment arrangements, toll inquiries, requests for new or changed service, after-market opportunities, associated rates, or miscellaneous information; complete requests to customer satisfaction.
• Determine availability of and oversee the coordination of resources to meet customer requests.
• Follow through to ensure successful resolution where resources are not immediately available.
• Focus on complex business applications as determined by the sales process account team for selected business customers.
• Proactively notify customers when exceptions to their requests exist.
• Visit customer premises (if not already located on-site) as required.
• Resolve errors or problems preventing assignment, design, or translation of service orders.
• Research and resolve customer problems to ensure satisfaction (e.g., spreadsheets, conference calls, etc.).
• Verify completion of orders and notify customers accordingly.
• Take ownership and accountability for accurate and timely completion of customer requests (48-hour turnaround time).
• Respond to bill inquiries and initiate appropriate corrective action.
• Effectively multi-task to achieve specific, measurable goals toward productivity, accuracy, and business objectives.
• Stay updated on pricing, services, procedures, and promotions.
• May be required to cross-train others.

Requirements

• Demonstrated experience in customer service within the last three years.
• College degree preferred but not necessary.
• Demonstrated experience with Microsoft Office advantageous.
• Proven customer satisfaction skills.
• Takes initiative on projects driven by customer needs.
• Demonstrated success as a member of a team with good communication skills.

Work Environment

• Work location: Downtown.
• Work hours are weekdays.
• Works as a member of an account team.
• Dress is generally business casual.
• Subject to performance and accuracy measurements through ongoing supervisory observations.