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Customer Activation Coordinator (Mobile) 10/23

Company: SPECTRUM
Location: Saint Petersburg
Posted on: August 28, 2020

Job Description:

Job Description: The Customer Activation Agent- Mobile (MAC) is responsible for providing wireless service provisioning and support for Residential mobile telephone customers, supporting post-sales activities including configuration requirements for mobile voice services and tasks ranging from order validation, billing system access and entry, customer contact and scheduling, order monitoring/escalation, order corrections/exceptions and complete phone activation. MAJOR DUTIES AND RESPONSIBILITIES Actively and consistently support all efforts to simplify and enhance the customer experience. The Customer Activation Agent- Mobile (MAC) must be able to navigate the various billing systems, provisioning systems and network elements comprising the residential order flows. Responsibilities include analysis and resolution that require customer contact to resolve the failure, provisioning updates, Local Number Portability (LNP) exception handling, and assisting internal teams with customer impacting escalations. Support incoming calls from customers to troubleshoot activation and porting fallout for customers attempting to activate Spectrum Mobile. Must have a high level of proficiency and detailed knowledge of telephony operations, and networks as well as experience building, implementing and troubleshooting call features, LNP, and an in depth knowledge of Local Exchange Routing Guide. Proficient in the use of applications to activate ported telephone numbers in SOA and methods necessary to address conflicts, cancelled subscriptions and concurrence issues from donor LECs. Effectively communicate with customers and partner departments in a courteous and professional manner. Work flexible hours and support night or weekend work as needed. Build relationships and work as well with others to resolve problems and handle outside telephony requests. Perform other duties as required. REQUIRED QUALIFICATIONS Skills /Abilities and Knowledge Ability to read, write, speak and understand English Ability to prioritize and organize effectively Ability to use personal computer & software applications Ability to work independently in group environment Ability to effectively address/resolve customer complaints and issues Ability to work while seated for prolonged periods of time, taking back-to-back calls Ability to communicate orally and in writing in a clear and straightforward and professional manner Proficient knowledge of all four lines of business (Cable, HIS, Telephone, Mobile) Knowledge of general accounting & billing procedures Knowledge of office procedures and Company policies Knowledge of service troubleshooting Knowledge of Spectrum's product information, packaging, pricing and current offers Education High School Diploma or equivalent Related Work Experience Customer service experience 3+ years Telephone, Video, High Speed Data experience 2+ years PREFERRED QUALIFICATIONS Skills /Abilities and Knowledge Ability to maintain confidentiality Ability to solve problems while working under pressure Knowledge of the cable industry - products and services WORKING CONDITIONS Office environment Flexible work schedule may be required

Keywords: SPECTRUM, St. Petersburg , Customer Activation Coordinator (Mobile) 10/23, Other , Saint Petersburg, Florida

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