Posting Job Title: Voice Operations Specialist
Requisition #: 145585BR
Posting Location: Columbus, OH, US
Area of Interest: Customer Service/Member Services
Position Type: Full Time
Posting Job Description
The purpose of this position is to assist in the Management of the Time Warner Cable Home Phone Customer Order Provisioning and Completions process in either a Pre-GIA or a Post-GIA environment using the ICOMS/OMSe or CSG/OMSe billing and Order management applications in conjunction with TWC's Order Management partners. The position is to implement all aspects of the day-to-day customer support functions for the Home Phone service including monitoring and verifying the completion of the order entry process, database maintenance and the third party verification process. Also, the position will interfaces with TWC's CLEC partner to coordinate order processing for Home Phone service.
Essential Job Functions
Responsible for daily failed order investigation in OMSe, correction and escalation with CLEC Partner as required.
Utilize strong working knowledge of CSG or ICOMS and OMSe to research and resolve complex customer issues as pertaining to orders for Home Phone. Make appropriate decisions regarding Dispatch or Technician escalation resolution.
Perform Telephony audit responsibilities to include extracting, analyzing, and reporting data for various regulatory requirements (i.e. Third Party Verification, ALI database, Directory Assistance and Directory)
Daily oversight of all order and task queues that represent various states of readiness to complete.
Proficient in advanced PC interaction to include the ability to develop and maintain Excel spreadsheets.
Compose correspondence using excellent written communication skills.
Maintain the incoming call Help Line and utilize CSG, ICOMS, OMSe, Issue Track and Access to research, diagnose, advise and resolve problems with Home Phone provisioning problems.
Create address uploads as required to ensure accurate and current address information to maintain database in sync with CLEC partner.
Assist in the investigation and resolution of FCC, PUC or BBB complaint requests.
Serve as the Home Phone provisioning SME.
Responsible for the successful completion of the customer's Home Phone order through CSG or ICOMs, OMSe, Intrado, Targus, TWC's partnering order management partner, and the interfacing LEC in respects to provisioning coordination.
Resolves orders with provisioning issues quickly as to not affect customer due dates.
Displays the capability to take necessary corrective actions to ensure customer commitments are maintained, i.e. manage escalations to appropriate work groups.
Ensure services ordered are provisioned correctly in the switch and properly charged to customer accounts.
Attend and conduct ongoing training pertaining to Home Phone.
Track order process and progress daily.
Complete reports, auditing, corrective actions on an ongoing basis.
Daily interaction with designated CLEC/Sprint or TWC's OM Vendor, Neustar for the purpose of completion
Review accuracy of orders and enter errors into tracking system.
Responsible for coordinating with Engineering to correct and update digital phone address and rate center information.
Ensure address errors are corrected and validated in Intrado.
Maintain good working relationship with PSAP's in division.
Consistently perform all duties and responsibilities according to production and quality standards and provide high quality customer service.
Establish and maintain a positive public image.
Support all department and company goals and objectives.
Perform other duties as assigned.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Must have working knowledge of computers, data retrieval and input; requires intermediate spreadsheet skills.
Excellent administrative and organizational skills are required and attention to detail and ability to follow through a must.
Must have ability to work independently under limited supervision.
Understanding of process work flows and ability to assess a situation to determine how it should be completed, keeping in mind departmental and company guidelines. Has a thorough understanding of departmental policies and procedures.
Must be able to troubleshoot telephone service problems using intuitive/analytical skills combined with on-the-job training.
Must maintain a polished and professional attitude at all times. Communicates issues with facts, suggestions and possible resolutions.
Must possess excellent verbal and written communication skills including the ability to communicate effectively, tactfully and courteously with all clients and employees.
Must possess minimum eighteen months of Windows-based computer experience.
Must possess basic mathematical skills and the ability to learn computerized billing system.
Must be able to continuously learn and retain knowledge of new services and promotions being offered by the company.
Must possess ability to learn and execute telephone marketing/selling techniques.
Must understand technology related to all products offered by Time Warner Cable.
Must have flexible work hours and be available for overtime as required by business operations.
Must be able to perform multiple tasks simultaneously while on the phone or dealing in person with a customer.
Ability to handle to coordinate activities with multiple parties.
Ability to work in a challenging environment.
Ability to effectively defuse emotionally charged situations with customers over the phone.
Ability to ascertain needs of customer.
Ability to exercise good judgment, keeping in mind company policies and procedures as guidelines, in issuing credits, scheduling
High School Diploma or equivalent preferred
Preferred to have two years face-to-face and/or phone customer service experience.
Experience in ICOMS and or CSG/ACP-V billing systems.
Experience with spreadsheet development preferred.
Experience browsing the internet and sending/receiving email through an Internet Service Provider such as RoadRunner, AOL, or Earthlink preferred.
A plus is experience with: ESR; Port PS; Dashboards; Reverse Ticketing processes; Eventrak; or Issue Trak; and IOM.
FCC Unit_TWC: 0534
Controlling Establishment ID: 00731 - Columbus Dublin Rd
More on TWC:
Time Warner Cable provides generous benefits. Health care and retirement benefits are significant portions of the total compensation package at TWC, and we invest more in those benefits than most employers. In addition, we offer tuition reimbursement, adoption assistance, competitive paid-time-off programs, work-life resources, and discounted pricing on TWC residential products and services for employees within our footprint. Our hope is that, by providing our employees with rich and flexible benefits, we can help them take care of the people who matter most – at work and at home.
Time Warner Cable is an Equal Opportunity Employer M/F/D/V.
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