Description: Our client is currently seeking a Call Center Customer Service Professional - II The individual will be accountable and responsible for the successful fulfillment of all VPS Wholesale SIP orders that are placed by customers in Portfolio and delivered VOIP services in the US. Daily responsibilities will include: ? This job will have the following responsibilities:
Process Local Native Port & MACD Orders submitted by customers in Portfolio for Wholesale SIP Product ?
Manage customer activity through all owned milestones: Order Received, Order Validated, Order Rejected, LSR Submitted, FOC Received &Order Activated ?
Handle and manage customer escalations on Order Issues and Out of Service Scenarios ?
Contact customer to verify critical order information. e.g. provide regular implementation reports on all orders in progress. ?
Ensure customers are provided with confirmation of critical service installation dates. ?
Monitor order progress and escalate as appropriate with internal and external suppliers ?
Provide the customer and account teams with frequent updates and status reports (both written and verbal as required). ?
Escalate as required to ensure customer requirements and due dates are met This role will require the ability to provide leadership details for project management for large, complex projects and provide customer communication /coordination as required e.g. weekly calls, written communication
This role will require effectively working with supplier teams (ILEC & CLEC) to build strong relationships and manage the success of key performance metrics. This role will be required to work toward improving the overall customer experience by driving change to improve delivery cycle time.
This job and many more are available through The Judge Group. Find us on the web at www.judge.com