Client Services Representative I/II (DOE) Integra Telecom
THIS JOB HAS EXPIRED DescriptionProvide high quality and efficient service and support to existing and incoming customers of Integra. Ensure continuing customer satisfaction and retention by partnering with internal departments and existing customers to resolve problems, enhance existing service, coordinate technical support in resolving customer issues and establish new accounts. Provide users with basic technical support and online system training. Provide less experienced employees training and guidance in Call Center duties and customer account resolution.
Requirements(These responsibilities must be able to be performed with or without reasonable accommodation)
CLIENT SERVICES REPRESENTATIVE I
?Represents a knowledgeable, efficient, and professional image of Integra to our customers by handling business with a respectful and professional demeanor.
?Maintains a current and thorough understanding of telecommunications network and hardware products/services.
?Enters service orders for new and existing customers, including gathering all applicable billing and service information and entering into systems.
?Responds to and resolves client inquiries ensuring timely resolution and follow-up.
?Conducts account reviews upon request to include: product/services review, billing accuracy, pricing, and usage trends.
?Investigates and resolves billing disputes and credit requests.
?Identifies up-sell opportunities throughout the course of each call for organic growth.
?Ensures customers are proficient in using services by identifying user needs and providing training and consultative services.
?Produces professional quality customer-facing and internal documents including letters, proposals and contracts, billing reconciliations and account reviews.
?Triages Network, ISP and BTS service issues and ticket entry or warm transfer to applicable department.
?Minimizes escalations through call handling, active listening and use of effective negotiation techniques.
?Manages personal ACD status per schedule and company goals in order to provide consistent and timely customer response.
?Ensures timely and accurate response/communication to Management and other internal departments.
?Documents all customer contacts and follow-up work in applicable systems as noted in the CSC job description and /or CSC Guidelines.
?Maintains Quality Assurance (QA) scoring at a minimum of acceptable rating within Integra?s QA program.
?Complies with all internal and external mandates, rules and regulations regarding customer and company proprietary information.
?Conducts Integra business activities within federal, state and local laws and regulations for telecommunications providers.
?Other duties as assigned.
CLIENT SERVICES REPRESENTATIVE II ? Performs functions of a Client Services Representative I.
?Retain an in-depth understanding of higher end products, services and order entry.
?Train and/or assist junior-level Client Services Representatives.
?Resolves escalations, disputes and complex projects assigned by management.
?Perform various duties that may require some complexity and independent thinking.
CLIENT SERVICES REPRESENTATIVE III - Performs essential functions of a Client Services Representative I and II.
?Work daily reports, projects and/or routines assigned by management.
?Perform lead duties as requested by management, to provide order/project coordination, run reports, and escalation support.
?Provide training and development support for other team members. Recommend to management when formal training may be needed.
?Audit calls, orders, account notes, credits or other work performed by other Client Services Representatives. Report audit results to management.
?Provide recommendations to management for department procedures and improvements.
?Keep abreast of changing technology/trends/products in the telecommunications industry.
?Beta and UAT testing of system updates and improvements and to provide recommendations or assist with development.
?Support management during customer escalations.
?Participate in department-related projects as needed.
||1201 NE Lloyd Boulevard |
Portland, OR 97232
THIS JOB HAS EXPIRED