Adopt and continuously improve support management tools and self-service resources to provide customers with highly effective and responsive support options.
Manage and maintain customer voice reporting requirements through propriety and/or customer provided systems and tools including, but not limited to, inventory, performance, exception, operations metrics, and audit.
Maintain customer voice inventories including updates for new orders, relocations, cancellations, disconnects, ad-hoc updates as required.
Ensure high level of client satisfaction and make sure timely responses are consistently provided.
Ensure appropriate level of customer communication around issues, orders and/or reporting requests and that regular and frequent updates are provided.
Communicate customer status, concerns, and escalations to Customer Support Manager as needed.
Manage adherence to customer Scopes of Work, SLAs or other performance regulating documentation specifically related to Order Management, Circuit Provisioning, Reporting for trading communication services.
Understand customer business requirements for ordering voice services and communication technology and define and document processes to deliver in accordance with expectations.
Work effectively with third-party partners as needed to deliver services to the client.
Adhere to customer change control procedures and insure all paperwork is completed accurately and in a timely manner.
Demonstrate interpersonal skills necessary to work within a team environment and communicate effectively across a variety of stakeholder groups.
Must be comfortable working with global teams across multiple regions.
Ordering T-1, T-3, E-I and E-3 lines. Ethernet, FXO, FXS are a major plus.
The Woods Group - 18 months ago
The Woods Group is an executive search firm, focusing on positions in New York, New Jersey and Connecticut, as well as nationwide.