Porting and Provisioning Specialist - New York, United States - Conexon, LLC

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    Job Description

    Job Description Description:
    Here's your opportunity to help us make a big difference in Rural America.

    At Conexon Connect our primary goal is to bridge the digital divide by providing customers in rural areas with Fiber internet speeds As a Scheduling Coordinator you'll get to work with some of the brightest minds in the industry, be part of a fast-paced, growth-oriented environment providing work with members to schedule the installation of broadband and telephone services for both commercial and residential customers.


    We're looking for high achievers who are fascinated with our industry to join our dedicated team in providing exceptional service to our members.

    It's the very foundation of our growing company and the reason behind our success.

    You can enjoy the satisfaction of using your quick mind and problem-solving skills to help our members, while working in an enriching work environment with great benefits and many opportunities for career growth.

    Come discover how you can be part of our growing Conexon family.

    Requirements:

    Responsibilities and Essential Job Functions :
    Be exceptionally responsive to all customer requests.
    Anticipate and make recommendations for customer needs.
    Manage customer expectations.
    Understanding the needs of new customer and the resources available to you throughout the customer experience.
    Clearly and proactively managing communications between our staff and the customer
    Coordinating effective communication with sales, operations, and billing teams to ensure customer expectations are met
    Work with a creative team to bring ideas into the mix, offer suggestions, research, ability to share & constantly learn new processes and technology
    Provide EXCELLENT customer service with a positive attitude to every customer, on every occasion.

    Duties include:
    Receive, coordinate, resolve, customer questions, concerns, requests
    Updating and documenting all client interactions
    Track and review reports as needed
    Review new customer paperwork, resolve any issues
    Monitor porting emails including escalations and ensure members are taken care of within 24 hours
    Monitor team chats to ensure any questions or concerns are addressed in a timely manner
    Pre-provision phone service prior to technician arrival
    Process disconnects in RPX as needed
    Reach out to members to gather port information and provide ETA on installation
    Create work orders and submit port requests
    Provide members with updates on port requests and ensure account information is accurate
    Schedule appointment once confirmation is received to port the number from the other provider
    Resolve any tickets in a timely manner assigned to the porting & provisioning department
    Communicate with the MSR team and technicians to ensure customer expectations are met
    Assist other agents on the team as needed
    Other tasks assigned by supervisor


    Job Skills and Qualifications:

    Required:
    Have flexibility in your schedule for work purposes – ours is a 7a.m. to 7p.m. schedule, 7 days a week. Plenty of advance notice is given for scheduling purposes.
    Associates in a business discipline preferred
    Excellent customer service and problem-solving skills, active listening skills and a strong eye for details
    Strong communication skills and unflappable, professional demeanor
    Ability to multitask between systems and adapt to change
    Analytical thinker with technical aptitude with the ability to work independently and as part of a team
    Solid computer skills
    Self-motivated with exceptional work ethic

    Preferred:
    Telecom industry and porting experience
    Bilingual
    Previous customer service/or technical support experience
    Experience with billing and pricing
    Experience using work force management systems
    Prior experience in porting and or provisioning telephone and broadband services


    Company Benefits Include:
    Paid time off
    Full benefits (health, dental, and vision)
    Life insurance
    Long-term and short-term disability insurance
    Retirement benefits
    Work from home flexibility
    This position spends the majority of time spent seated either on a computer or phone. We offer a highly competitive compensation and benefits package.


    Currently hiring for:
    full-time with different shift times available from 7am to 7pm.

    Please send us your resume with a cover letter telling us why you'd be the perfect fit for this position.

    We look forward to hearing from you.

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