Telecommunications Orders Associate
Company Description
One Source Communications is a leader in providing managed communication services for businesses. Our clients range from sole proprietor businesses to large enterprises with thousands of locations.
We provide our clients with savings and convenience in addition to offering a concierge-like customer service experience. We call this Total Communications Management (TCM). We have experienced rapid growth while remaining true to our mission – To honor God as servant leaders through excellence in relationships with our clients, vendors, community and each other.
Our staff members enjoy a fun, family-like work environment and excellent benefits. Please read the description below to find out if our current opening fits with your abilities:
Position Summary
Level I Telecommunications Service Associates are responsible for providing outstanding service to clients for their local, long distance and internet needs. This associate will begin to develop knowledge relating to telecommunications technology, carriers, and terminology. The associate will build communication skills in order to intelligently converse with carriers and translate to understandable terms for clients. Level I Telecommunication Service Associates will learn carrier protocol in order to effectively direct repair and/or order issues to appropriate carrier channels. The ability to work well individually and as a team player is essential. A basic understanding of telecommunications principles and practices is desirable but not required.
Essential Duties & Responsibilities
• Provide a consistent level of outstanding service to clients.
• Utilize effective listening skills.
• Ensure that clients will be served in the event of a planned or unplanned absence.
• Use creative problem resolution skills.
• Pay close attention to details.
• Work with other associates and departments to provide the best and most timely solutions for clients.
• Offer specific suggestions for new processes and/or improvements in established processes.
• Develop a workable understanding of telecommunications technology, products and services.
• Maintain continued communication with client by providing status updates during the resolution process if the issue is not resolved in one call. Ensure timely follow through and prompt follow up.
• Seek assistance from management and experienced associates to provide suggestions for temporary solutions to assist clients until full resolution is complete.
• Answer incoming calls and emails that are directed to the department.
• Develop knowledge of resources available to One Source
• Develop the ability to independently resolve service issues related to POTS, MACDs, Switched Long Distance, DSL and Cable Internet.
• Demonstrate the ability to multitask in order to manage daily workload.
• Develop ability to navigate, utilize and maintain internal databases. Enter and update information in appropriate databases.
• Manage work time responsibly and efficiently. Seek to serve other team members when all individual responsibilities are caught up.
Qualifications
• Bachelor’s degree strongly preferred
• One to two years of related experience will be considered
• Customer service experience strongly preferred
• Ability to read and interpret invoices, contracts and other detailed documents
• Microsoft Office Proficiency
• Network certifications helpful but not required
Benefits
Our Competitive Compensation Package Includes:
• 100% Company Paid Health Insurance
• Generous Paid Time Off (PTO)
• Life Insurance
• Long Term Disability Insurance
• 401K Matching Retirement Program
• Pay for Performance Program
• Company-Subsidized Gym Membership Program
• Corporate Chaplain Services
• Family-like Work Environment
Keywords
Telecommunications, Telecom, Telcom, Excellence Customer Service, Client Services, Exceptional Service, Concierge Service, Communications, Detail Oriented, Accuracy, Place Orders, Service Provider Orders, Carrier Orders, Wireline, Wireline Services, Greenville, Telecom Expense Management, T.E.M., Expense, Statistics, Solutions, Expense Management, Near ECU, Near East Carolina University, East Carolina University Graduates, Great Place to Work
