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Customer Service Technical Analyst at CDS Global US

Posted in Admin - Clerical 30+ days ago.

This job brought to you by eQuest

Type: Full-Time
Location: Des Moines, Iowa





Job Description:

SUMMARY
Analyzes and oversees the process of budgeting, billing and reporting. Provides interim re-forecast information related to telephone activity.  Coordinates telecom moves and changes with telephone carriers. Performs analysis for budgeting, forecasting, billing, and justifications.

ESSENTIAL FUNCTIONS


  • Maintains confidentiality of CDS Global and its clients’ proprietary information.

  • Performs analysis for budgeting, forecasting, billing, and justifications.

  • Prepares and provides analytical information as needed for call routing, contracts, clients, etc.

  • Uses historical and projected information to provide budgetary numbers for the yearly forecast and interim re forecasts, e.g., calls offered, calls handled, average handle time, transactions, revenue.

  • Has regular reoccurring, monthly, weekly, daily direct contact with long distance and local telephone carriers based on the of clients, magazines, and products coming or going.

  • Responsible for ordering lines and numbers and distributing that information to clients.

  • Prepares and provides telephone customer service billing information to accounting.

  • Interacts with various vendors whose products are used in the call center and clients. Prepares and delivers presentations, answers questions about the client’s business or phone numbers, provides support and /trouble shooting for billing and forecasting questions.

  • Maintains inventory of terminals and leasing information.

  • Coordinates call center equipment acquisitions.

  • Maintains and develops telephone statistical reports.

  • Monitors changes that could impact contact center such as changes in the industry.

  • Researches new call center technology as it relates to the department.

  • Prepares and submits justifications for new equipment, telco services, software, pricing models, etc. as needed.

  • Maintains lists of the client telephone numbers in Customer Service.

  • Interacts in cooperative and professional manner, with all levels of employees, vendors and/or clients, in team environment.

  • Occasionally works on call.

  • Organizes tasks and resources to complete work and meet deadlines according to established departmental procedures.

  • Follows CDS Global ergonomic and safety policies.

(The above duties may be performed anywhere from 0 100% of the workday.)

ADDITIONAL DUTIES AND RESPONSIBILITIES


  • Assumes additional responsibilities as requested (or required).

  • Access to transportation requiring a valid driver’s license, proof of safe driving record, and active insurance. 

EDUCATION AND/OR CERTIFICATION, SKILLS AND LICENSING


  • Two or more years of college or comparable work experience.

  • Two or more years of experience in a related field.

  • Excellent Microsoft Excel skills are required.

  • Microsoft Access and VBA experience preferred.

  • Ability to convey clear, concise, and organized information to others, using verbal, written, or other appropriate communication techniques.

  • Ability to analyze and interpret data to project future needs.

  • Ability to compare data and edit information on a PC.

  • Ability to work cooperatively with others in a team environment.

  • Ability to prioritize and complete tasks in a reasonable timeframe.

  • Ability to identify and resolve situations, determining most effective and/or efficient actions.

  • Ability to react to change and remain productive.