Enterprise Client Services Representative

6 months ago

Austin, United States Tandym Group Full time

A telecommunications company in Austin, Texas is looking to add a new Enterprise Client Services Representative to their growing team in Texas. In this role, the Enterprise Client Services Representative will be responsible for providing customer support related to products and services, including the handling of administrative, audit and billing functions.

Responsibilities:

The Enterprise Client Services Representative will:

  • Review, research and resolve client concerns, including billing/credit disputes, aging activity, disconnects, change orders and general inquiries.
  • Encourage company-wide growth through active and consistent support of all efforts to simplify and enhance the client experience.
  • Partner with clients to give status updates on requested move, add or change (MAC) activities, for Enterprise product types that include upgrades, downgrades, adjustments, bill-to address and other general account changes.
  • Enhance client satisfaction through detailed order management of post-sales and order entry activities for service orders within defined timeframes in adherence with department processes and procedures.
  • Review, research and resolve client concerns and issues, to include billing and credit disputes, aging activity, disconnects and general inquires using detailed research and clear communications.
  • 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.
  • Identify discrepancies and request corrections with various business partners via multiple paths of communication to resolve major contract / billing systems inconsistencies
  • Audit, validate and update customer information to ensure Billing and other CRM Systems are kept in sync in order to enable reporting teams to have clean and synchronous databases
  • Effectively engage and complete various ad hoc client projects as assigned including equipment swaps, product migrations, billing corrections, and general notifications
  • Work to understand, identify and resolve root cause issues for purposes of retaining clients and client revenue
Qualifications:
  • 2+ years of experience in the Telecommunications and/or Cable industry
  • Associate's and/or Bachelor's Degree
  • Experience working with Customer Relationship Management databases, such as SalesForce
  • Strong understanding of Billing systems
  • ICOMS and/or CSG billing and data entry knowledge
  • Microsoft Office proficient
  • Solid problem solving and time management skills
  • Great interpersonal skills
  • Excellent communication skills (written and verbal)
  • Strong attention to detail
  • Highly organized

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