Service Delivery Fulfillment Specialist l

What you will do to contribute to the company's success

• Responsible for post-sale order entry process, including HSD, video, and native and ported telephone lines.
• Receives orders from business sales representatives, verifies accuracy, and gathers information from customer.
• Facilitates communications between customers and sales associates with a focus on quality assurance and customer satisfaction.
• Enters orders in software platforms, while maintaining contact with business customers, dispatchers, Level 3, and local office teams throughout installation process.
• Manages multiple projects, including escalations, at various stages of completion, ensuring accuracy and detailed follow-through.
• Creates service tickets and notates Customer Relationship Management (CRM) tools for all orders.
• Other duties and/or responsibilities not specifically set forth above may, however, be assigned as needed. Whenever practicable and, in accordance with legal guidelines, reasonable accommodation[s] will be made to enable an otherwise qualified individual with a disability to perform the essential functions of the position.

Qualifications

• High school diploma or general education degree (GED); and one to two years related experience and/or training; or equivalent combination of education and experience.
• Previous experience within cable industry, specifically in the areas of Competitive Local Exchange Carrier (C-LEC), Incumbent Local Exchange Carrier (I-LEC), and Business-to-Business (B2B) preferred.
• Ability to calculate figures and amounts such as discounts, interest, percentages, adjustments, commissions, Early Termination Fees (ETF), and Return on Investment (ROI).
• Valid driver’s license and a good driving record.
• Intermediate skill in essential software applications, including Outlook, Excel, and Word required.
• Strong customer service skills with emphasis on phones and data entry required.
• High level of accountability and detail orientation required.
• Knowledgeable in Salesforce.com and Single View preferred.
• Understanding of ROI and beginner knowledge of port process preferred.

Core Competencies

• Committed: Values each and every customer, while working hard to keep their business and support our communities.
• Helpful: Delivers support in the ways that are most useful to our customers and addresses their needs with expertise, respect, and empathy.
• Proactive: Understand what our customers need, and actively works to make their relationship with use seamless, easy, and rewarding.
• Personal: Knows our customers well, and tailors our communications and interactions to address their needs and expectations.