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Client Services Specialist - Tier I at BullsEye Telecom

Posted in Admin - Clerical 30+ days ago.

Type: Full-Time
Location: Southfield, Michigan





Job Description:

ESSENTIAL DUTIES AND RESPONSIBILITIES:


  • Responds promptly to all client inquiries including but not limited to billing questions, contract inquiries, pricing requests, request for change of service, and/or client complaints, and processes these transactions as required to meet client expectations.

  • Reviews and follows up on the internal queue, ensuring orders are being processed accurately. Processes all new order requests for existing clients.

  • Completes all PIC verifications requested by providers.

  • Acts as liaison between clients and management to enhance overall client experience.

  • Responds to complex billing inquires and complaints, doing the necessary due diligence to investigate the situation and follows each transaction through to completion.

  • Handles for all billing dispute resolutions under $300 and/or covering individual accounts.

  • Provides product quotes and new agreements upon client request.

  • Retrieves and responds to all client communications (i.e. email, voice mail, chat), within established KPIs.

  • Responsible for client requested changes/updates.

  • Interacts with clients, LECs, vendors, internal departments and others to efficiently resolve client billing concerns.

  • Provides status on repair inquiries from clients.

  • Uses discretion to determine which procedures best address each situation, including the involvement of internal representatives, as well as obtaining proper assistance for escalated issues.

  • Tracks all client interactions via inquiry in the ticketing system.

  • Understands BullsEye Telecom products and services and can apply that knowledge when addressing client related issues.

  • Uses support materials to respond to client inquiries and follows policies for up-selling, if appropriate, client relations and system documentation.

  • Adheres to all policies, practices, and standards of the Company and our clients to ensure good order and discipline on the production floor.

  • Maintains the acceptable standards of efficiency and quality established by the company in order to ensure client satisfaction.

EDUCATION and/or EXPERIENCE:


  • Minimum of an Associate Degree; Minimum of 4 years- experience working in a contact or call center environment preferred.

  • A minimum of 4-years’ experience with client escalations.

  • Advanced computer skills in Microsoft Office including Outlook, Word, and Excel.

  • Some experience with Microsoft Teams, Actuate and Salesforce is preferred.

  • Good follow-up skills needed to ensure accurate completion of client requests.

  • Demonstrated ability to multi-task between multiple systems.

  • A high degree of reliability, thoroughness and attention to detail required.

  • Position requires a high degree of knowledge of client support applications including telecom/technology billing, trouble ticketing, and order management systems.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

See job description





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