Business Services Customer Coordinator

Client Reference Code: 190153
Full-Time. Located at Mililani Technology Park.

JOB SUMMARY
To support the Business Service organization in generating new revenue, primarily by processing Spectrum Business Service requests for new and existing customers in a manner that meets or exceeds company requirements for quality and timeliness. The Commercial Sales Coordinator will be required to be on-site at the Mililani building. The individual should be a self-starter, organized, and have a strong background in customer service or order management.

MAJOR DUTIES AND RESPONSIBILITIES (ESSENTIAL FUNCTIONS)
Actively and consistently support all efforts to simplify and enhance the customer experience

Provide operational support to Business Services Sales and Operations within the Hawaii market and West Region Business Services group to maintain overall customer satisfaction.

Cross reference all commercial Service Agreements with Salesforce database and process the order in compliance with company policies/procedures for meeting the service requirements and contractual terms.

Staff the Sales Support phone line, handling customer questions about products and services, including calls regarding customers' services, billing questions, appointment scheduling, and change requests.

Coordinate with the customer and Account Executive to confirm work requirements, installation dates and meeting times to complete the work contracted.

Receive, pre-qualify, and equitably distribute phone and email sales leads to the appropriate Account Executive (AE) using documented methods.

Input and track all sales of new Spectrum Business services, upgrades, installations, downgrades and changes and other special requests into the order management system (Salesforce) and billing system (AS400).

Submit all new address additions to the appropriate individual/department for completion in support of order processing.

Receive and process all pertinent paperwork for commercial voice orders and coordinate with the various voice support teams to ensure customer work completion.

Perform quality control reviews on all work orders for accuracy, and completeness.

Notify AEs and other appropriate team members of all order activities, including: scheduled installation dates, order completion, cancellation, or reschedule.

Verify the Salesforce and billing system (HBS) records for all commercial prospects and customers are accurate and complete.

Submit Static IP request for processing as a normal and customary activity of commercial customers orders, referring Account Executives to the IP justification process when required by company guidelines.

Entering and maintaining customer information, including assigned IPs into Salesforce for configuration by the appropriate technical representatives.

Work independently with the Billing, Quality Care, Technical Support, Project Management, Engineering, and other internal groups to ensure a smooth and trouble-free installation on or before the customer requested due date.

Confirm installation was completed to customers' satisfaction shortly after install date, also informing client of contact information for ongoing care and repair.

Support and assist the commercial Collections team as needed with all collection issues relating to Spectrum Business services.

Maintain absolute confidentiality of all customer records, transactions and communications related to their account or activities performed by the company in the normal course of supporting and servicing their account.

Occasional networking at community, visitor and business groups before, during, and after regular business hours may be required.

Regular attendance is required.

OTHER DUTIES:
Assist Account Executives with sales requests from the field.
Manage accounts on a daily ongoing basis. This includes frequent service follow-ups, problem solving resolution, and emerging needs identification for Spectrum Business Services
Respond to requests from customers for information on special event sales requests; tracking of contract expiration dates.
Supports customer service/billing group to ensure and maintain overall customer satisfaction.
Performs other duties as assigned.

REQUIRED QUALIFICATIONS
Skills/Abilities and Knowledge
Ability to read, write, speak and understand English at a very high level

Ability to work with mathematical concepts such as probability and statistical inference, and fundamentals of algebra.
Ability to use personal computer and industry standard software programs, to include recent Microsoft Windows versions, Microsoft Office (Word, Excel).
Awareness and experience in the AS400 (HBS) billing system, CloseTabs and/or Salesforce beneficial. Must have knowledge of various office equipment and be comfortable working in web-based applications.
Ability to learn new systems and software programs quickly and apply training concepts to real-world situations a must. Strong clerical and typing skills mandatory.
Ability to handle various tasks simultaneously, organize priorities and work efficiently and effectively under deadlines.
Must possess skills necessary for decision making and retention.
Able to consistently handle high volume of orders while providing excellent customer service.
Must possess excellent interpersonal, written and verbal communication skills, and organization skills. Stable employment history desired.

EDUCATION
High school diploma or equivalent (GED) is required. Bachelor’s degree, preferably in business, marketing, or IT, or 4 years customer care, project management, or technical support experience within the equivalent telecommunications industry experience in internet or voice services sales and support is highly desired.

WORKING CONDITIONS
May sit for long periods of time.
Works inside for long periods of time throughout the year.
Typing and reading on the computer.
Communicates in-person, by telephone, e-mail, and by written correspondence.
Occasional light lifting.

Hours: Monday - Friday, 8:00am - 5:00pm. Additional coverage as needed.
Job Code : TWCMCM210 Coord, Commercial Sales Nonexempt

190153BR