Business Support Specialist

CTC • Baxter, MN

1d • $27

About The Position

The primary responsibility of the Business Support Specialist is to provide high quality, timely, and effective support to business members by serving as the first point of contact for inquiries, service issues, and account related requests. This role is responsible for managing incoming communications, coordinating issue resolution, and ensuring members are informed and supported throughout their experience. The Business Support Specialist also provides operational support across order entry, account maintenance, and internal coordination, while maintaining ownership of designated specialized functions and escalation follow up as needed.

Requirements

• Knowledge of the telecommunications industry and the sales process is preferred.
• Extensive knowledge of voice and data technologies.
• Knowledge of company policies and procedures, products and services.
• Considerable ability to communicate well with a positive and friendly manner, both orally and in writing.
• Skills in prioritizing and completing multiple projects. The ability to be well organized and accept responsibility for and work under occasional stressful situations with frequent interruptions.
• Skill in identifying problems and resolutions.
• Ability to effectively function as a team player.
• Ability to make outbound calls to sell company products.
• Ability to pay close attention to detail and maintain memory for numerous details.
• Willingness to participate in community activities.
• Considerable ability to maintain efficient workflow.
• Considerable ability to establish and maintain effective working relationships with other employees, the general public and to deal with public relations problems courteously and tactfully.
• Ability to make sound decisions using the information at hand in accordance with established company policies and procedures.
• Ability to maintain confidentiality.
• Always maintain a professional company image
• High School diploma required, Associate's degree or equivalent work experience preferred. The willingness to acquire the appropriate training, certifications or licenses.
• While performing the duties of this job, the employee is frequently required to see; hear; talk; grasp; feel and finger equipment to complete assigned job tasks. This position requires prolonged periods sitting at a desk and working on a computer. This position also requires full range of mobility in upper and lower body; be able to walk and stand for long periods of time. The employee is regularly required to be able to lift, climb, stoop, kneel, pull and push. The employee frequently must be able to lift up to 25 pounds.

Responsibilities

• Serve as the first point of contact for business member phone calls, emails, and inquiries requiring immediate attention.
• Manage member email queues, communications, and notifications.
• Effectively address member questions and concerns, document interactions, and ensure timely resolution.
• Proactively communicate updates to members and internal teams regarding service issues and requests.
• Conduct member communications including check-ins, touchpoints, and follow ups.
• Manage VIP trouble follow-up internally and ensure proper escalation and communication.
• Assist with owner transfers and general account related inquiries.
• Support voice port-out processes and member communications.
• Perform ETF calculations and communicate results as needed.
• Send member notices and service-related communications.
• Submit and manage trouble tickets for business members.
• Coordinate with internal departments and vendors to resolve service issues.
• Provide technical communication to members in both verbal and written formats.
• Notify VIP accounts of maintenance and outage events.
• Work with Service Assurance Technicians, Engineering, and other departments to ensure timely maintenance and outage resolutions and communication.
• Provide backup support for order entry including partner and CTC orders.
• Assist with Business Review Queue as needed.
• Support account updates including billing changes, contact updates, and non-service-related changes.
• Assist with the scheduling of small account service requests and installations.
• Ensure accuracy of account setups and updates.
• Maintain and update internal processes and documentation.
• Participate in cross department projects and initiatives.
• Assist with bulk video MDU calculations and related activities.
• Participate in member on site visits as needed.
• Protect confidentiality of customer financial information.
• Maintain a professional company image and appearance.
• Perform additional duties as assigned by management.

Benefits

• single and family medical, vision, and dental plans
• Company provided term life insurance, accidental death & dismemberment insurance, short and long-term disability, paid vacation and paid holidays
• 401(k) and/or Roth 401(k) plan and a defined benefit plan (pension plan)

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 1-10 employees