BUS CUST SERVICE REP I

EMBARQ is recognized as the first choice to serve the total telecommunications needs of our communities by providing a suite of communications services, consisting of local and long distance voice and data services, including high-speed Internet access. We are a dynamic, innovative yet solid company, with a proven track record, excellent product know how and visionary leadership. Take command of your future and become part of an exhilarating and revolutionary company - EMBARQ.



Fully experienced non-exempt role. Performs a variety of skilled routine and non-routine duties. Applies standard practices and policies.This position will require extensive customer interaction, excellent problem solving and resolution skills for technical problems associated with wireless handset devices and Consumer/Business local service issues.



The Business Customer Service Representative I performs a variety of skilled routine and non-routine duties. Applies standard practices and policies. Ensures that all installation and maintenance functions are performed in a timely fashion to meet customer and company specifications. Performs highly specialized, complex tasks associated with installation and/or maintenance of switch, cell, network, or CPE equipment.

This position requires extensive customer contact and system knowledge for researching billing and account set up, account changes and account activations which will provide analysis in troubleshooting and resolution. Additionally, product including rate plans, product bundles, and other general service information will be required. Finally, may mentor or provide on-the-job-training for less experienced specialists.



The incumbent will be responsible for all Tier 0 -Tier 1 wireless repair support - Consumer/Business repair support [INS:and After Hours Care functions :INS] which will include but not limited to:




[INS:Trouble shooting to problem resolution for Voice/Data :INS]/WLNP


Management and monitoring of network outages[INS: :INS]


[INS:Ticket management :INS]


[INS:Proactive customer status :INS]


Excellent Customer Service Delivery[INS: :INS]


Service plan type verification


Minutes of usage review


Suspension of lost or stolen devices


RMA kits


Password resets



The position will interface with both business and consumer customers, sales, order management, data technical support and various internal operational groups and fix agencies.





Interacts with customers and company sales and/or service representatives to handle a variety of functions. May answer non-technical questions regarding company products. Determines the status of returns, repairs, replacements, orders, delivery schedules, etc. Maintains records of returns, schedule changes, product enhancements or changes, product pricing and resolves return credit problems. May answer billing questions. May take orders by telephone and correspondence from customers and representatives, quotes prices and delivery dates. Receives company bonus and is not eligible for customer service or sales incentives.















JOB REQUIREMENTS




Knowledge/Skills Preferred:
Spice, SOE, RRS, VISAGE, CTMS, SDP, EXCEL, WORD & ASOS
Must be able to handle first level escalations.
Wireless LNP
Working knowledge of wireless products and services.
Working knowledge of local service and products
Excellent written and oral communication skills.

Attention to detail and innovative problem solving skills are a key attribute. Candidate should possess well developed interpersonal skills with the ability to interface at all levels within the NLC organization. A high degree of initiative and independence will be required to plan, implement and maintain the programs and processes that are within the scope of this position.



Become part of a company that is aggressive, original and stands out amongst competitors in the marketplace. EMBARQ offers you the opportunity to develop and cultivate your career as we lead the telecommunications industry into the future, establishing what a next-generation local communications company can be. Join us as we EMBARQ on our journey!



EMBARQ is proud to be an EEO/AA employer. We value diversity and offer a quality workplace.



The single largest factor to the success of EMBARQ resides with our employees. We value their efforts and provide them with a competitive benefits package.