Enterprise Client Service Representative II, Spectrum Enterprise Job at Spectrum
At a glance:
- Are you an experienced client services representative skilled at providing advanced client support related to Spectrum Enterprise products and services?
- Can you commit to a client-facing role establishing and maintaining long-term, positive client relationships?
- Do you desire a competitive salary with lucrative benefits and a focus on professional development?
Our company:
At Spectrum Enterprise, our goal is to foster an engaging work environment that encourages our team members to reach their full potential. We promote a culture of excellence that celebrates diversity, innovative thinking and dedication to consistently exceeding client expectations.
Spectrum Enterprise, a part of Charter Communications, Inc., is a national provider of scalable, fiber technology solutions serving America’s largest businesses and communications service providers. The broad Spectrum Enterprise portfolio includes networking and managed services solutions: Internet access, Ethernet access and networks, Voice and TV solutions. Spectrum Enterprise’s industry-leading team of experts works closely with clients to achieve greater business success by providing solutions designed to meet their evolving needs. More information about Spectrum Enterprise can be found at enterprise.spectrum.com.
Highlights:
As a Client Services Representative II, you exceed client expectation by providing advanced support related to our products and services. Using an expert understanding of our products, you establish and maintain professional and positive relationships with clients on behalf of the company. You focus on processing account adds and changes while resolving administrative, audit, retention and billing functions.
You improve client satisfaction by addressing client issues and questions in a timely manner consistent with company policies and values. Through your expertise and understanding of each client’s current and future needs, you establish mutually beneficial processes that improve efficiency and ensure accuracy. You flourish in an office environment managing accounts across the Spectrum Enterprise footprint. You report directly to the Manager of Client Services for goals, guidance and assistance.
Position benefits:
At Spectrum Enterprise, our goal is to foster an engaging work environment that encourages our team members to reach their full potential. We promote a culture of excellence that celebrates diversity, innovative thinking and dedication to consistently exceeding client expectations.
Spectrum Enterprise, a part of Charter Communications, Inc., is a national provider of scalable, fiber technology solutions serving America’s largest businesses and communications service providers. The broad Spectrum Enterprise portfolio includes networking and managed services solutions: Internet access, Ethernet access and networks, Voice and TV solutions. Spectrum Enterprise’s industry-leading team of experts works closely with clients to achieve greater business success by providing solutions designed to meet their evolving needs. More information about Spectrum Enterprise can be found at enterprise.spectrum.com.
Highlights:
As a Client Services Representative II, you exceed client expectation by providing advanced support related to our products and services. Using an expert understanding of our products, you establish and maintain professional and positive relationships with clients on behalf of the company. You focus on processing account adds and changes while resolving administrative, audit, retention and billing functions.
You improve client satisfaction by addressing client issues and questions in a timely manner consistent with company policies and values. Through your expertise and understanding of each client’s current and future needs, you establish mutually beneficial processes that improve efficiency and ensure accuracy. You flourish in an office environment managing accounts across the Spectrum Enterprise footprint. You report directly to the Manager of Client Services for goals, guidance and assistance.
Position benefits:
- Competitive salary.
- Health, vision and dental insurance.
- 100% company match 401(k) up to 6%.
- Company funded retirement accumulation plan for an additional 3%.
- Education assistance.
- Pretax childcare spending account.
- Paid holidays, vacation days, personal days and sick days.
- Employee discount on Spectrum services where available.
- Formal training.
What you will do:
- Encourage company-wide growth through active and consistent support of all efforts to simplify and enhance the client experience.
- Partner with clients to process requested move, add or change (MAC) activities, including Enterprise, small-to-medium business (SMB) and Resi-bulk product types, upgrades, downgrades, adjustments, proof of concept (POC) information, bill-to address and other general account changes.
- Satisfy the needs of existing clients that are at risk of cancelling services or orders by processing orders, preparing correspondence and addressing complaints.
- Review, research and resolve client concerns and issues using detailed research and clear communications, to include billing and credit disputes, aging activity, disconnects and general inquires.
- Resolve major contract and billing system inconsistencies by identifying discrepancies and requesting corrections from Sales, Order Implementation, Sales Support or Provisioning.
- Align Billing and other client resource management (CRM) systems through audits and updates of client information and ensure clean and synchronous databases for reporting teams.
- Effectively engage and complete various ad hoc client projects to ensure client satisfaction, including equipment swaps, product migrations, billing corrections and general notifications.
- Improve client retention by identifying, understanding and resolving root cause issues for escalations.
- Support team leads and managers to effectively resolve escalations and complex client requests.
- Maximize the team by acting as a mentor to new hires, including walking and shadowing.
- Increase efficiency by remaining current and knowledgeable on every aspect of Spectrum Enterprise products, services and systems.
- Ensure efficient and effective client interactions through participation in quality coaching sessions.
- Create data-driven reports on work-related concerns for senior leadership to leverage.
- Mitigate risks by complying with all department standard level agreements (SLAs) and company and call center policies and procedures.
Required keys for success:
- One or more years of experience working with CRM databases, such as Salesforce.
- Five or more years of ICOMS or CSG billing and data entry experience.
- Five or more years of telecommunications or cable industry experience.
- Demonstrated high performance as an Enterprise Client Representative I.
- Excellent understanding of billing systems.
- Team-oriented, self-motivated and highly dedicated professional.
- Proven initiative with the ability to learn quickly.
- Prioritization and organizational skills with the ability to handle various tasks simultaneously.
- Deadline-driven with the ability to work effectively under minimal supervision.
- Detail-oriented and strong follow-up skills.
- Proficient with Microsoft Word, Excel and Outlook.
- Ability to work day and evening hours based on business needs.
- Effective written and spoken English communication skills with all levels of an organization.
Your education:
- Associate degree in business or an equivalent combination of education, training and experience (required).
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