CORPORATE VISION STATEMENT: To be and be known as the BEST in our industry.
At C Spire, we are customer inspired. Every C Spire team member is charged with delivering world class experience to every customer. Every C Spire team member is charged with living the brand. This position is responsible for tier I troubleshooting as it relates to enterprise customers calling, emailing, etc regarding wireless, VOIP, circuits, desktop support, hosted solutions, mobile device management, etc. utilizing multiple VOIP platforms, billing systems, CRM systems, and ticketing systems
+ Meet established productivity goals: calls per rep, call handling time, and customer satisfaction standards for the enterprise solution group
+ Input accurate information into customer management database in order to properly initiate orders for customers, and to ensure that orders are fulfilled properly and timely.
+ Maintain an organized work space and properly process all needed data and reports as requested by call center leaders.
+ Responsible for resolving any and all customer service inquiries including activations, billing, technical tier I troubleshooting of wireless, VOIP desktop support, hosted solutions,etc, service change requests, etc. for small, medium and large business accounts
+ Protect company assets against criminal and fraudulent operations and unnecessary risk and exposure.
+ Completes tickets within pre-determined service level parameters. Take ownership of each ticket to diagnose billing or equipment issues effectively and efficiently. Complete all troubleshooting steps and complete escalation forms accurately if necessary.
+ Adherence to and conformance of schedule requirements. Meet all attendance guidelines. Adhere to all Enterprise Solution policies and company handbook guidelines.
+ Work with leadership team to pro-actively identify customer impacting issues and assist with determining root cause.
+ Work simultaneously with multiple computer applications and systems
+ Quote and compute rates for new services accurately. Summarize the contract(s) and explain what will happen next /Ensure that the customer understands the resolution.
+ Interact with other functional Enterprise groups to ensure customer satisfaction
+ Perform additional duties as assigned
+ High school diploma or recognized equivalent (Required)
+ Four-year college degree preferred.
+ Two (2) years or more of telecommunications experience OR related technical call center (or troubleshooting) OR enterprise and/or consumer wireless experience experience (Required)
+ Fast-paced call-center technical support environment experience preferred.
+ Must be customer focused and self-motivated.
+ Excellent analytical, communication and interpersonal skills required.
+ Must have excellent written and oral communication skills.
+ Must have strong negotiation and logical business acumen to effectively support multi-line accounts and retain client business.
PHYSICAL REQUIREMENTS/WORKING CONDITIONS:
+ Enterprise Solution Advocates work in a call center environment fielding inbound calls from current and potential customers. Must be able to sit for long periods and use a computer keyboard and/or mouse while viewing a computer screen. Must be able to work evenings and weekends as scheduled.
Note: This is a brief description of the Enterprise Solution Advocate responsibilities and is not limited to those described herein. Management retains the right to add, delete or modify any of these responsibilities at any time during employment. Rev. 7/2017
Job ID: 2020-7750