VOIP Specialist I, II, Sr.

Overview

VOIP Specialists must identify the technology needs for current customers and leverage extensive product knowledge to effectively integrate C Spire Business offerings into customer business environments with amazing ease and effectiveness. VOIP Specialists will be a vital part of the onboarding process of new business customers and will serve as a resource for the customer’s training and account development needs.

Responsibilities

VOIP Specialist I

• Meet or exceed customer satisfaction standards, as measured in part by customer satisfaction surveys.
  • This includes insuring proper and timely follow-up with business and government customers.
• Have full knowledge of internal products, features, and services, and be knowledgeable about competitor’s products and services. Train customers on purchased products and all self-serve options.
• Administer appropriate levels of communication with customers.
• Administer the input of accurate information into the Salesforce database.
• Administer the coordination of customer training during implementation and on boarding.
• Daily utilization of systems such as BroadSoft and Odin to add or modify customer’s call flow, services, and user information.
• Operate daily according to company policies and procedures.
• Perform additional duties as assigned.

VOIP Specialist II

• All the responsibilities of a VOIP Specialist I.
• Assist with the training of new VOIP Specialist team members on a selective basis.

Sr. VOIP Specialist

• All the responsibilities of a VOIP Specialist I and II.
• Take on responsibilities of the Manager, Voice, and Data Implementation/Training, CSB in their absence.
• Serve as point of escalation for VS I and II when questions or support needs arise.
• Work with internal training department to develop training resources and materials for internal and external customers.

Qualifications

VOIP Specialist I

REQUIRED

• At least one year of professional experience in the telecommunications or data industries.
• High school diploma or recognized equivalent required.
• Must have a logical business acumen and possess the ability to build and nurture cross functional relations.
• Must be a self-starter with the ability to manage multiple projects from start to finish.
• Must have excellent written, oral, and interpersonal communication skills.

PREFERRED

• Two years of business or related work experience in a customer service/operations environment strongly preferred.
• Knowledge of telephony, wireless and, or Internet service is highly desirable.
• Previous technology or wireless sales experience desirable.
• Two or four-year college degree strongly preferred.
• Proficient in Microsoft Office (Word, Excel, Power Point and Teams) preferred.
• Previous experience with the sales of telephony, data, or wireless devices and emerging services preferred.

VOIP Specialist II

REQUIRED

• At least two years in the VOIP Specialist role required.
• At least two years of Company Operations/ Customer Service experience required.
• Must have the ability to build and nurture cross functional relations.
• Must be a self-starter with the ability to manage multiple projects from start to finish, routinely focusing on improved processes for internal and external customers.
• Must have excellent written, oral, and interpersonal communication skills.
• Previous experience with the sales and support of telephony, data, or wireless devices and emerging services required.
• Proven knowledge in Odin, Broadsoft, and other self-service portals required.

PREFERRED

• Knowledge of telephony, wireless and, or Internet service highly preferred.
• Four-year college degree strongly preferred.
• Proficient in Microsoft Office (Word, Excel, Power Point and Teams) preferred.

Senior VOIP Specialist

REQUIRED

• At least three years in the VOIP Specialist II role required.
• At least two years of Company Operations/ Customer Service experience required.
• Must have the ability to build and nurture cross functional relations.
• Must have a logical business acumen to effectively support multi-line accounts and retain client business.
• Must be a self-starter with the ability to manage multiple projects from start to finish.
• Must have excellent written, oral, and interpersonal communication skills.
• Expert knowledge in Odin, Broadsoft, and other self-service portals required.

PREFERRED