Responsible for the administration and coordination of Business customer orders from order submission through installation. Accountable for individual results and impact on team along with the goal of envisioning and delivering customer delight to internal & external customers.
Duties & Responsibilities:
Support and promote all company and departmental sales, service and quality initiatives to increase revenue.
Meet monthly key performance goals for customer satisfaction, quality, productivity and key performance metrics.
Serve as primary interface with customer. Ensure contracts are within compliance and validate services with customer to ensure accuracy. Update customers weekly, review first bill with customers once project is complete to ensure contract services are installed.
Utilize tools and best practices as set forth for project management and execution.
Be constantly mindful of all project sites by ensuring that any changes to project are documented and brought to the attention of the necessary parties so that they can be considered and handled in accordance to standard practices.
Ensure that customers’ questions and problems are resolved properly and quickly. Address challenging customers and problems that require escalation outside of the department.
Communicates with other departments as needed to facilitate an on-time and error free service order process including service order entry, routing, provisioning and successful installation and testing of all Hargray business products sold. Identifies gaps related to order flow through the system and collaborates with other departments to address those gaps.
Strive to provide all customers with an outstanding customer experience.
Build, establish and maintain open lines of communication with agents, peers, trainers, managers, Engineering, Marketing, and other areas of the company to facilitate problem solving.
Stay informed of all new products and services.
Proactively identify opportunities for improvement in processes and procedures and recommend solutions that will provide excellent support and increased revenue.
Responsible for orders that require an advanced technical knowledge.
Meet scorecard productivity/quality metrics.
Participate in activities including workshops, call center cross-training, eLearning courses, and knowledge reinforcement and brainstorming sessions.
Performs special projects and other duties as assigned.
Bachelor’s Degree or equivalent experience
Ability to communicate effectively with customers and managers.
Ability to read, analyze and interpret general business periodicals, professional journals, technical procedures
Demonstrated ability to be flexible and work in a fast paced, changing environment
Ability to communicate clearly with written and verbal correspondence as needed
Strong listening and problem solving skills
Excellent time management skills
Ability to maintain confidentiality
Excellent organizational skills
Ability to work in a team environment
Self-motivated and results-oriented while working with minimal supervision
Must possess working knowledge MS Office suite of products (Visio, Word, Excel and PowerPoint)
Able to work flexible hours including nights, weekends & holidays
Additional Qualifications Desired:
Knowledge of LSRs and ASRs, Experience with Hargray Enterprise Systems (HES) or other Order Entry, Provisioning and Customer Relationship Management systems. Experience with other Service Provider interfaces such as AT&T’s LEX, Level 3’s portal, the fundamentals of local number portability
Policy and procedure writing
Workflow and process development
Knowledge of Video, Internet and Telephone technologies and service order procedures
Knowledge of Head End, Central Office and Network operations as it relates to content delivery