Commercial Service Specialist

Essential Duties and Responsibilities

Customer Relationship & Account Management

• Address all customer inquiries, operating as the lead point of contact for all matters specific to your assigned customer accounts. Develop and maintain trusting, strategic, long-term relationships with key stakeholders.
• Ensure the timely and successful delivery of solutions according to customer needs and objectives, issuing escalations as needed.

Conduct quarterly account reviews Billing, Contracts & Financial Accuracy

• Maintain accurate account records by thoroughly reviewing contracts, statements, customer information, account products/services, and issuing billing adjustments.
• Conduct post-install first bill reviews on assigned accounts to ensure accurate billing and customer satisfaction.
• Accurately interpret and explain or correct billing statements.
• Provide standard and ICB pricing in an expeditious manner, using the customers\u2019 contractual pricing and terms.
• Negotiate renewal contracts and close opportunities in Salesforce to maximize retention of revenue when necessary.
• Assist with collection efforts on delinquent accounts. Salesforce, Orders & Documentation
• Create Salesforce orders for move, add, change, and disconnect type requests.
• Record detailed documentation via organized management of cases in Salesforce for all customer and account interactions. Operational Support & Availability
• Must be available to work regular business hours Pacific Standard Time.

Other Duties

• Performs other duties as required to support the business and evolving organization.

Required Qualifications

• High School Diploma or GED.
• A Bachelor\u2019s degree or equivalent combination of education and experience.
• Minimum of four (4) years of customer service experience in an enterprise organization.
• Minimum of five (5) years of experience in Telecommunications and Sales Operations.
• Minimum of three (3) years working with Carrier/Wholesale/Enterprise customers.
• Exceptional written and verbal communication skills, with the ability to effectively engage internal and external stakeholders at all levels of the business.
• Proven ability to juggle multiple complex customer inquiries/projects at a time, while maintaining sharp attention to detail.
• Strong understanding of order processing, sales tracking, and invoicing.
• Exhibit technical proficiency with computers and basic networking.
• Strong working knowledge of the Microsoft Office suite of products, including Outlook, Excel, Word, and PowerPoint.
• Must consistently demonstrate a professional, business\u2011appropriate appearance in all Microsoft Teams video meetings. Preferred
• Knowledge of SIP, Hosted Voice/VOIP/PBX, Fiber Internet, Ethernet (EIA, EVPL, EPL, ELAN, etc.) circuits, TDM/SONET networks technology and protocols.
• Working knowledge of the following systems: Oracle M6, billing systems (DPI/CXP), Salesforce, Workflow Manager, Request Tracker (RT), VFO, and online billing/payment portals.
• Working knowledge of contract language and terms, including early termination liabilities.

Knowledge, Skills, and Abilities

• Excellent time management and ability to work within critical deadlines utilizing strong organizational, multi-tasking, and prioritization skills.
• Self-motivated and able to work independently, applying sound judgment and reasoning skills to a variety of situations
• A team player, able to collaborate effectively with others.
• Ability to adjust to rapidly changing priorities and schedules.
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