Senior Service Representative

Primary Duties

• Working 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, changed service or after market opportunities and associated rates, or miscellaneous information; complete request to customer satisfaction
• Determine availability of and oversee the coordination of resources to meet customer requests
• Where resources are not available, follow through to ensure facilities successful resolution
• Focusing on complex business applications as determined by the sales process account team for selected business customer set
• Proactively notify customer when exception to customer request exists
• Visit customer premises (if not already located on premises) as required
• Resolve errors/problems which prevent assignment, design or translation of service orders
• Research/resolve customer problems to ensure customer satisfaction (e.g. spreadsheets, conference call, etc.)
• Verify completion of orders and notify customers accordingly
• Ownership/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
• Responsible to keep oneself updated on pricing, services, procedures, and promotions
• May be required to cross-train others

Experience/Background

• Demonstrated experience in customer service within 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 member of team with good communication skills

Work Environment

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