What are the responsibilities and job description for the Commercial Process Specialist position at Metronet?
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Commercial Process Specialist
As a Commercial Process Specialist, you will support the Commercial Operations team’s activities and processes by ensuring they are well-integrated to meet and exceed customer expectations and activation goals. This is a pivotal role where you are supporting the quality, training, and performance of our Commercial Service Assurance front line Associates to ensure optimal customer experience. This position requires knowledge of processes and procedures relating to Metronet’s commercial product service offerings including internet, voice, and data services.
ESSENTIAL JOB FUNCTIONS:
- Evaluate Power BI daily reports to identify potential process gaps and roadblocks for individual order installation activity
- Identify trends and patterns as part of the quality evaluation process and make recommendations on areas for improvement
- Identify and recommend improvements to policies, processes, and systems that improve efficiency and effectiveness of the Service Delivery organization
- Execute and manage a process plan, and facilitate communication with all team leads, groups, and members throughout the entire service delivery implementation process
- Support the Facilitator with the development, delivery, and deployment of training initiatives regarding
- Remain up to date on key workflow changes, operational guides, and policy updates
- Continually review and evolve processes used to track, oversee, and organize customer interactions
- Document lessons learned and implement best practices
- Interface with the Metronet team to provide and obtain relevant information as required
- All other duties as assigned.
JOB QUALIFICATIONS AND REQUIREMENTS:
- Equivalent work experience, Highschool or GED required
- 2 years’ telecommunication experience required
- Willingness to work as a team and independently.
- Must be legally authorized to work in the U.S.
ADDITIONAL JOB REQUIREMENTS:
- Must possess technical skills specifically related to understanding and relaying use of user applications
- Effective written and verbal communication skills to guide and troubleshoot issues via the phone and written
- Ensure all interactions are handled with quality and the customer experience in mind
- Demonstrated high level of professionalism via email, phone and in-person
- Proven ability to work under pressure and handle high stress environments
Join us and find out what it means to love your career!
At Metronet, we are committed to delivering cutting-edge technology combined with exceptional customer care. Our 100% fiber-optic technology ensures that we provide our customers with some of the fastest internet speeds in the world. As industry leaders in fiber-to-the-premise TV, voice, and internet services, we’re not just focused on expanding our networks—we’re focused on enriching the lives of those we serve.
We value our associates because they are the cornerstone of our success. By joining the Metronet family, you’re stepping into a rewarding career in technology with a company dedicated to your growth and success. We’re in it to win it, and a key part of our strategy is to strengthen our business-to-business technology sales team with talented and hard-working individuals who aspire to be the next generation of technology leaders.
Recognized as one of the Best Places to Work, we offer a competitive total compensation package, including 80% of medical premiums paid by the company, company-paid disability and life insurance, and a 401(k)-company match. Plus, enjoy discounted services within our coverage areas and thrive in a locally owned, friendly, and fun atmosphere.
Discover more with Metronet — a company where your success builds stronger communities, and your future is limitless.
Metronet is an equal opportunity employer. We will not discriminate against any applicant or employee on the basis of sexual orientation, gender identity, race, gender, religion, age, national origin, color, disability, or veteran status. EOE/Minority/Female/Disabled/Veteran
Pay Range: $45,000 - $50,000/yr.
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Salary : $45,000 - $50,000