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 Telecom. 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.
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 essential functions of a Client Services Representative I. Customer focus is small to large accounts, with an emphasis on medium to large.
?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.
?Support management during customer escalations.
?Participate in department-related projects as needed.
?Years of demonstrated customer service and/or provisioning and/or telecom experience required are as follows:
?Client Services Representative I: 0-2 years of experience.
?Client Services Representative II: 2-4 years.
||Salt Lake City, UT |
THIS JOB HAS EXPIRED