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Astound Broadband powered by RCN, a growing leader in telecommunications is seeking a Service Delivery Support Specialist to join our local support team. The Service Delivery Support Specialist will primarily be responsible for order entry. This position will also provide market support to our Local Care team as well as our Payment Center as needed. This non-exempt position will report directly to the Service Delivery Manager and work an average of 40 hours per week with occasional overtime.
Essential Duties and Responsibilities:- Order entry processing for residential and commercial customers, efficiently and accurately
- Answer inbound calls from Property Managers and residential customers regarding billing inquiries, technical support, new sales, change of service and other customer service functions
- Make outbound calls to customers for appointment confirmation, customer satisfaction, product/service evaluation and upselling
- Facilitate all aspects of the daily work order process including installation, service change, disconnect and trouble call work orders in the ICOMS
- Communicate with sales staff, customers, vendor partners, and local staff with regard to work order processing and scheduling
- Utilize friendly and professional phone demeanor to ensure quality interactions with internal and external customers
- Resolve internal and external customer questions and concerns effectively by actively listening, communicating clearly and concisely, and assuring customer understanding
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Work special projects as assigned
- Be proficient in trouble call scrubbing/other related service delivery job functions
- Accept customer payments and returned equipment, enter into ICOMS, and provide customers with receipts
- Swap customer equipment and process adjustments when appropriate and necessary
- Research and resolve customer billing issues
Minimum Qualifications:
- High School Diploma or GED required
- 2 -5 years of experience in dispatching, technical operations, or customer service experience
- Remains up-to-date on current offerings and promotions
- Functional knowledge of Microsoft software applications
- Strong customer service orientation. Remains calm and courteous when working with both internal and external customers
- Strong written and verbal communication skills
- Strong decision making skills
- Works effectively in a fast-paced and dynamic environment
- Demonstrates a close attention to detail
- Able and willing to work flexible schedule as business needs require including nights, weekends and/or holidays
Preferred Skills/Qualifications:
- Two years of telecommunication experience
- Geographic knowledge of the service area
- Cash handling experience
In accordance with the NYC COVID-19 Vaccine Mandate, all NYCemployees must be fully vaccinated against COVID-19.If hired, this requirement must be met prior to your start date, unless a reasonable accommodation for exemption is received and approved prior to your start date. An exemption is provided to the extent required, consistent with federal, state and local law.
Astound Broadband Powered by RCN is proud to be an Equal Opportunity Employer. We embrace, support, and thrive on each other’s differences to maximize the experience of our teammates and our community. We are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates without regard to race, color, religion, sex, pregnancy (including childbirth, lactation and related medical conditions), national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information (including characteristics and testing), military and veteran status, and any other characteristic protected by applicable law.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)
- ID: #41882853
- State: New York Longislandcity 11101 Longislandcity USA
- City: Longislandcity
- Salary: TBD
- Job type: Full Time
- Showed: 2022-05-29
- Deadline: 2022-07-28
- Category: Et cetera