Job Description

Job Summary

Responsible for the facilitation of Business Class customer orders from order submission through installation. Works with moderate supervision/guidance. Is accountable for individual results and impact on team.

Core Responsibilities

• Make daily calls to customers who have an upcoming scheduled installation of service to ensure that they are aware and ready for the appointment. Reschedule installs as necessary.

• Complete Salesforce case responses to meet departmental objectives, including quality, productivity and standards.

• Provide timely feedback to necessary parties to ensure customer satisfaction regarding but not limited to construction and install status.

• Research, process and manage construction escalations, Salesforce cases in a timely manner and meeting all Q/A standards.

• Work requests from the construction email box, Smartsheet to provide detailed information and resolution.

• Work proficiently in Salesforce, Workbench, CSG, P2.

• Work Past Pending and Hold reports daily to ensure orders move forward.

• Other duties and responsibilities as assigned.

Employees at all levels are expected to:

• Understand our Operating Principles; make them the guidelines for how you do your job.

• Own the customer experience - think and act in ways that put our customers first, give them seamless digital options at every touchpoint, and make them promoters of our products and services.

• Know your stuff - be enthusiastic learners, users and advocates of our game-changing technology, products and services, especially our digital tools and experiences.

• Win as a team - make big things happen by working together and being open to new ideas.

• Be an active part of the Net Promoter System - a way of working that brings more employee and customer feedback into the company - by joining huddles, making call backs and helping us elevate opportunities to do better for our customers.

• Drive results and growth.

• Respect and promote inclusion & diversity.

• Do what's right for each other, our customers, investors and our communities.

Skills:

Customer Experience (CX); Strategic Objectives; Accountability

Education

High School Diploma / GED

Relevant Work Experience

2-5 Years

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