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Posted: Monday, February 26, 2018 2:54 AM

Job Description Client Reference Code PAC Customer Service Coordinator Multiple positions are available Must have evenings and weekend availability JOB SUMMARY The PAC Coordinator I is responsbile for resolving residential and simple commercial order exceptions Responsibilities include analysis and resolution which require customer contact to resolve the failure provisioning updates Local Number Portability LNP exception handling updates to E records and internal escalations from Repair and Customer Service teams The PAC Coordinator I must provide exceptional customer service with strong attention to details MAJOR DUTIES AND RESPONSIBILITIES Actively and consistently support all efforts to simplify and enhance the customer experience Monitor and resolve exception tasks from the billing and provisioning systems for all residential and commercial order activity including new connects reconnects service changes and disconnects Process inbound and outbound customer calls related to order exceptions such as TPV failures and LNP errors which prevent orders from flowing properly Research resolve and reschedule orders as needed Contact the customer or authorized contact to resolve the failure in accordance with company and regulatory requirements Perform all customer contacts within established service and performance guidelines Responsible for handling exceptions related to LNP orders Port in exceptions require obtaining tracking and submitting service orders to the donating ILEC CLEC via an LSR Local Service Request and to NPAC Number Portability Administration Centers via a SOA Service Order Administration LNP Subscription request Submit all relevant information needed to port in and activate a customer s current telephone number and service including all of the relevant customer account and directory information Port out exceptions require obtaining tracking and responding to service orders received from the ILEC CLEC via an LSR Update SOA subscription requests with all relevant information needed to port out and disconnect a customer s current telephone number and service within FCC regulated timeframes Resolve provisioning exceptions by researching issue and updating network elements for telephone and internet work orders via various switch and provisioning related tools Resolve E database exceptions and errors Verify customer address is MSAG compliant by using customer billing system MSAG tables Intrado database mapping tools or customer contact Update the records for any address data element requiring changes to reslove exception Manage address exceptions and changes new connects supplements suspensions and disconnects to ensure E records are updated accordingly Process escalations from various internal teams to resolve customer service issues stemming from porting provisioning or related items Identify and escalate exceptions that are not easily resolved with the goal of avoiding customer order delays Proactively identify opportunities for processing and or procedural improvements Perform other duties as requested by supervisor REQUIRED QUALIFICATIONS Skills Abilities and Knowledge Ability to read write speak and understand English Ability to prioritize and organize effectively Ability to use personal computer software applications Ability to work independently in group environment Ability to effectively address resolve customer complaints and issues Ability to work while seated for prolonged periods of time taking back to back calls Ability to communicate orally and in writing in a clear and straightforward and professional manner Good Excellent knowledge of all three lines of business Cable HIS Telephone Knowledge of general accounting billing procedures Knowledge of office procedures and Company policies Knowledge of service troubleshooting Knowledge of residential product information packaging pricing and current offers Education High School Diploma or equivalent Related Work Experience Number of Years Customer service experience PREFERRED QUALIFICATIONS Skills Abilities and Knowledge Ability to maintain confidentiality Ability to solve problems while working under pressure Knowledge of the cable industry products and services WORKING CONDITIONS Office environment Flexible work schedule may be required Job Code TWCCSD PAC Coordinator I Nonexempt BR


• Location: Buffalo

• Post ID: 36434202 buffalo is an interactive computer service that enables access by multiple users and should not be treated as the publisher or speaker of any information provided by another information content provider. © 2018