Senior Service Representative

altafiber•Cincinnati, OH

8d•Onsite

About The Position

This role involves working as part of a business sales process account team to meet customer expectations. The representative will generate service orders, handle customer inquiries regarding billing, service changes, and other miscellaneous requests, and ensure customer satisfaction. The position requires focusing on complex business applications, proactively notifying customers of exceptions, and visiting customer premises as needed. Responsibilities include resolving service order errors, researching and resolving customer problems, verifying order completion, and ensuring accurate and timely completion of customer requests within a 48-hour turnaround time. The role also involves responding to bill inquiries, multi-tasking to achieve productivity and accuracy goals, staying updated on pricing and promotions, and potentially cross-training others.

Requirements

Demonstrated experience in customer service within the last three years.
Proven customer satisfaction skills.
Takes initiative on projects driven by customer needs.
Demonstrated success as member of team with good communication skills.

Nice To Haves

College degree preferred but not necessary.
Demonstrated experience with Microsoft Office advantageous.

Responsibilities

Working as part of the business sales process account team 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.