Customer Experience Specialist - Tier 2

Role Overview

This position involves addressing and resolving escalated customer issues received through various communication channels such as phone, fax, web, and written correspondence. It requires maintaining accurate and compliant account adjustments in line with the organization's customer charter, accounting, auditing, and credit policies while upholding the company's professional reputation. Additionally, the role supports processing for all products and services internally and with outsourced partners.

Primary Responsibilities

• Resolve customer queries and account adjustments within authorized limits and agreed-upon KPIs, ensuring system updates are performed accurately.
• Track and provide updates on escalated customer concerns to ensure satisfaction, logging all interactions for accountability.
• Monitor billing adjustments and take corrective measures to guarantee timely resolutions.
• Update customer orders to reflect pricing plans, promotions, and other charges to correct billing discrepancies.
• Collaborate with Field Technicians to support restoration and provisioning activities and provide information to optimize use of company services in addressing customer issues.
• Manage and modify customer records in relevant applications pertaining to account adjustments.
• Coordinate with internal teams to drive process improvements aimed at exceeding customer expectations.
• Identify training needs based on error trends from business areas and outsourced partners and develop training materials to close knowledge gaps.
• Recommend solutions for issues impacting provisioning and fault resolution.
• Safeguard confidential information, including unlisted accounts, from unauthorized access.
• Provide training support to enhance team effectiveness and efficiency.
• Record daily work activities in a shared workspace.
• Perform additional duties as assigned.

Qualifications and Experience

• Associate Degree in Business Administration or Telecommunications is preferred but not mandatory.
• Three to five years of experience in customer service or a related area.
• Strong verbal and written communication capabilities.

Skills and Abilities

• Outstanding communication and interpersonal skills facilitating effective cross-departmental collaboration.
• Detail-oriented approach with robust problem-solving abilities and a commitment to continuous improvement.
• Proficiency with system software tools and Microsoft Office applications.