Senior Service Representative

3 weeks ago


Cincinnati, United States altafiber Full time

Primary Duties

  • Working as part of the business sales process account team (e.g. Account Manager/Customer Business Manager, Sales Engineer, etc.) to meet customer expectations
  • Generate service orders via the appropriate service order system to activate voice & data services and generate billing
  • Receive calls from customers regarding billing, payment arrangements, toll inquiries, requests for new, changed service or after market opportunities and associated rates, or miscellaneous information; complete request to customer satisfaction
  • Determine availability of and oversee the coordination of resources to meet customer requests
  • Where resources are not available, follow through to ensure facilities successful resolution
  • Focusing on complex business applications as determined by the sales process account team for selected business customer set
  • Proactively notify customer when exception to customer request exists
  • Visit customer premises (if not already located on premises) as required
  • Resolve errors/problems which prevent assignment, design or translation of service orders
  • Research/resolve customer problems to ensure customer satisfaction (e.g. spreadsheets, conference call, etc.)
  • Verify completion of orders and notify customers accordingly
  • Ownership/accountability for accurate and timely completion of customer requests (48 hour turnaround time)
  • Respond to bill inquiries and initiate appropriate corrective action
  • Effectively multi-task to achieve specific measurable goals toward productivity, accuracy, and business objectives
  • Responsible to keep oneself updated on pricing, services, procedures, and promotions
  • May be required to cross-train others


Experience/Background

  • Demonstrated experience in customer service within last three years
  • College degree preferred but not necessary
  • Demonstrated experience with Microsoft Office advantageous
  • Proven customer satisfaction skills
  • Takes initiative on projects driven by customer needs
  • Demonstrated success as member of team with good communication skills


Work Environment

  • Work location: Hybrid - Downtown 2-3 days we week.
  • Work hours are weekdays
  • Works as member of account team
  • Dress is generally business casual
  • Subject to measurements relating to performance and accuracy by ongoing supervisory observations


We were made aware of an employment scam in which a third-party is creating false communications under the altafiber name. We want to reiterate that altafiber never seeks payment from job applicants and only reaches out from @altafiber.com email addresses. We are encouraging applicants to apply through our website at altafiber Careers for added security.



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