Customer Service Analyst

3 weeks ago

Fort Wayne, United States Sparibis Full time

Title:Customer Service AnalystLocation:Fort Wayne, IN**Location:** Must be onsite in Fort Wayne, IN (Remote during COVID) **Years Experience:** 3 Years + **Education:** Bachelors Degree or equivalent preferred. An associate degree or significant relevant experience is required. **Hours:** 8:00am to 5:00pm

**Key Skills:**

* Experience in the Telecommunications industry

* Knowledge of Systems - STATS, DPI, Salesforce.com

**Summary**

The customer service analyst (CSA) will work to achieve or exceed the revenue objectives for accounts executives assigned to them. Ensuring the proper provisioning of services, billing integrity and the timely response to customer inquiries drives customer satisfaction and revenue growth. An integral piece in maintaining existing revenue is contract maintenance and renewal. The CSA is informed on all contract existence and expirations within their base, and they are responsible for assisting with contract renewals.

**Responsibilities**

* Support Field Sales Team Members in providing quotes, proposals, contract, and data-gathering requirements.

* Manage assigned accounts to fully support all sales associated activity

* Monitor installation from order to delivery on special needs requests, keeping customer and salesperson aware of significant changes in schedules and ensure accurate billing.

* Educates customers on billing process, how to read bills and verifies billing accuracy, where appropriate

* Internal teamwork with other partner groups (Call Center, Contract Admin, Operations, Engineers, NPC, Translations, etc.) to implement services and resolve customer problems and strive to achieve complete customer satisfaction

* Assist direct sales to meet or exceed contract renewal objectives.

* Submit MACD and simple orders to provisioning groups through STATS system that the CSA may have received through direct customer calls, Account Executives, or other internal groups

* Account auditing for billing accuracy and additional revenue opportunities where appropriate

* Manage and report out on all churn in excess of 5+ lines, PRI and Channelized DS1 services

* Use Salesforce.com to assist salesperson in account management

* Manage module to annual growth targets as an assistance to our sales team.

* Provides customers with contacts and escalation list of Frontier back offices

**Qualifications**

* Drug/background screening required prior to start

* The CSA must have a minimum of 3+ years experience in similar account management responsibilities. The selected individual will have experience in the Telecommunications industry. The individual must possess strong time management, communication, customer service, and organizational skills

* An associate degree or significant relevant experience is required. Bachelors degree preferred.

* Strong phone and presentation skills

* Good customer relationship building experience

* Goal and results driven

* Always follows through and completes tasks on time

* Project management ability

* Community Involvement is expected

* Knowledge of Systems - STATS, DPI, Salesforce.com

**About Sparibis**

We understand your time is precious, so let us do the work for you Sparibis LLC is a professional solutions firm that Clients rely on to access the best talent to drive their business success. Let Sparibis find your right career fit

Sparibis is an equal opportunity employer that values diversity at all levels. All individuals, regardless of personal characteristics, are encouraged to apply.

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