Senior Service Representative

Primary Duties Working as part of the business sales process account team (e.g. Account Manager/Customer Business Manager, Sales Engineer, etc.) 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 Experience/Background Demonstrated experience in customer service within last three years
College degree preferred but not necessary
Demonstrated experience with Microsoft Office advantageous
Proven customer satisfaction skills
Takes initiative on projects driven by customer needs
Demonstrated success as member of team with good communication skills Work Environment Work location: Downtown
Work hours are weekdays Works as member of account team
Dress is generally business casual Subject to measurements relating to performance and accuracy by ongoing supervisory observations