Commercial Process Specialist
Metronet•, NV
•$45,000 - $50,000
About The Position
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.
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.
- 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
Responsibilities
- 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.
Benefits
- 80% of medical premiums paid by the company
- company-paid disability and life insurance
- 401(k)-company match
- discounted services within our coverage areas
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
