What are the responsibilities and job description for the Senior Service Representative position at altafiber?
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