Customer Service Specialist II

Scope of the Role: 

• Direct Reports:  This is an individual contributor role with no direct reports 

Key Responsibilities: 

• Analyze customer issues and questions, including inoperability or inaccessibility of a system, module or function.  Take appropriate action to resolve the problem in a timely manner to meet or exceed customer expectations. 

• Assist management in identifying trends in issues and identifying opportunities to improve our customer experience.   

• Track customer reported problems following ticketing procedures.   

• Ensure timely follow-up and resolution of customer requests, following established Severity Level and Response Guidelines.   

• Effectively work with internal resources and 2nd and 3rd level support groups as needed for ticket resolution.   

• Maintain ongoing communication with internal departments (i.e.Sales, Marketing, Product Support) to ensure customer satisfaction. 

• Effectively support customer communication processes.  Support the department by completing the daily, weekly, and monthly special projects as required. 

• Ensure individual/departmental objectives are met.   

• Identify and assess personal training needs and take the necessary steps to keep abreast of products and services as well as enhancements and upgrades.. 

Experience, Education and Certification: 

• High school diploma or GED, a Bachelor’s degree in communication or business is preferred or equivalent work experience. 

• 2+ years experience in telecommunications industry preferred. 

• 2+ years customer service experience preferred. 

• PC experience in a Windows operating environment with strong typing ability. 

Additional Requirements: 

• Excellent interpersonal, verbal and written communications. 

• Ability to prioritize and handle multiple tasks simultaneously. 

• Ability to work with minimal supervision and ability to work unsupervised during off-peak hours, weekends, and holidays. 

• Ability to proactively anticipate customer needs and make recommendations to meet those needs. 

• Ability to work in a multiple shift environment covering 24 x 7 x 365.