To act as the Company's public contact for priority and high profile major business accounts including all SureWest?s internal services and billing needs. To support all products and services sold or leased by Account Manager/Executives; to respond to customer queries regarding service design, network configurations, billing and/or service problems.
Applies in-depth knowledge of Company's regulated and deregulated products, services, and tariffs. Uses reference materials, handbooks, training and product guides, job specification manuals, on-line service order/billing system and TREX computer system for 5ESS switch programming.
Receives regulated and deregulated requests from high profile major and/or priority business accounts for Supertrunks, Type II Integrated Access service, telephone lines, DSL, Centrex/ISDN, Local Area Networks (LAN), Primary Rate Interface and Internet configurations.
Maintains public relations contacts with assigned accounts to ensure customer retention and satisfaction with the Company's products and services. Keeps Supervisor, Manager and other appropriate Company personnel informed of problems or potential problems, while responding to and resolving customer complaints. Researches problems through consultation with other departments and/or sections within the Company, vendors, and personnel at other telephone companies and/or Interexchange Carriers. Defines and solves on-the-job problems that vary greatly, within very broad policy guidelines.
Exercises constant awareness, discretion and sensitivity to customer account records. Clearly and effectively communicates complex and technically detailed information to individuals of varying levels of technical expertise. Use Pathfinder billing CD and provide updated spreadsheet account and billing review.
Coordinates installations, additions, moves and changes of both regulated and deregulated products and services, sometimes at customer site. Conducts or attends cut-over meetings to plan the systems. Coordinates customer training and any on-site station reviews or inspections with customers, vendors and other Company depart?ments or sections.
Work closely with Network Services Planning and Engineering. Proficient use of Number Portability pre-check, query Engineering tools, Spatial and Streets & Trips for qualifying fiber opportunities within our network. Complete and submit fiber facility check forms to the engineering department. Understanding the returned information regarding the products being sold and the associated equipment that work off of each of the networks maintained by SureWest for serviceable limitations and to accurately communicate these important details to the customer.
Collaborates and facilitates the efficient sale or lease process of regulated and deregulated offerings, sharing information and resources, with Account Manager/Executives, Marketing and Product Development personnel and other employees.
Assists customers in selecting appropriate communication products and services to best meet their needs. Uses training manuals to instruct customers in proper use of complex regulated and deregulated services, features and equipment.
Receives intra-Company request forms for the adding / deleting of services.
Works effectively with collection representatives to collect and manage delinquent accounts and general collection records. Uses skills in mediation and problem resolution, as well as broad knowledge of account history and collection procedures to implement solutions that achieve desired results.
Keeps the collections unit informed of arrangements made, payments received, and other applicable information.
Maintains current customer records in multiple systems, supporting order, product information, customer care and billing. Creates customized bills and/or spreadsheets for customers on a monthly or one-time basis as directed by Account Executives or the customer.
Provides quotes and contracts for Centrex/ISDN, Key systems, TalkSwitch or Shoretel phone systems for customers or when requested by other members of Sales or other Company departments. Uses RSOC and billing codes, Business Sales Intranet site and electronic spreadsheet software. Contacts Marketing and Product Development personnel for additional information. Provides customer buyout information for existing deregulated equipment.
Supports department goals of providing positive, innovative and effective customer service through performance of job functions. Acts as Sales liaison, attending meetings for special events, Company-wide projects, or product offerings. Works cooperatively with other units to achieve and maintain a strong client service environment.
Applies fundamental understanding of billing procedures, taxes and surcharges, regulated and de-regulated products and services to conduct research and communicate findings to major account customers.
Receives a variety of payments from customers using the electronic bill pay system. Uses knowledge of Company accounting practices to credit and debit customer accounts accordingly.
Receives written requests from interexchange carrier or verbal or written request from customer to change customer's primary interexchange carrier. Issues service orders to effect the change.
Demonstrates strong organizational skills and great attention to detail. Reviews and verifies service order reports. Monitors accuracy of order records and billing processes. Maintains follow-up files of customer accounts. Reviews returned correspondence.
Demonstrates incentive to keep abreast of current developments and techniques affecting operations and assignments. Attends local training sessions for relevant products and services.
Serves as liaison between customer and directory publishing company for coordination of directory listings and advertising. Receives and resolves directory advertising complaints.
Demonstrates products and services at trade shows located at various sites in the Sacramento metropolitan area. Stands for prolonged periods while describing and answering questions about Company products and services, and demonstrating telephone features.
Reports for work on time and maintains a satisfactory attendance record.
Technical training or knowledge: Familiarity with multi-line key telephone systems and Centrex/ISDN features and functions. Working knowledge and basic technical understanding of telecommunications products and services. Working knowledge and sufficient experience with computer systems to utilize word processing, spreadsheet, desktop publishing, and database tools.
Professional training or knowledge: Demonstrated ability to communicate effectively with customers and other employees. Must maintain a neat appearance and professional demeanor.
Work experience: Business Customer Care background including product and services knowledge, minimum three years experience or equivalent.
License required: Valid California driver's license.
General education or equivalent: Reading, writing, arithmetic and communication skills equivalent to those obtained from completion of high school or commensurate experience.
Physical Demands: Physical demands are minimal and consistent with the performance of routine clerical duties in an office setting. Most of the day is spent sitting at a desk, working with computers, printers, files, and standard office equipment. Movement is required in the use of office equipment, supply locations, files, and other work locations and meeting rooms. Limited physical activity is required to file, maintain office supplies and materials and maintain office equipment.
SureWest Communications - 16 months ago