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Cincinnati Bell Senior Service Representative in Cincinnati, Ohio

Position : Senior Service Representative

Location : Cincinnati, OH

Primary Duties

  • Working as part of the business sales process account team (e.g. Account Manager/Customer Business Manager, Sales Engineer, etc.) to meet customer expectations

  • Generate service orders via the appropriate service order system to activate voice & data services and generate billing

  • Receive calls from customers regarding billing, payment arrangements, toll inquiries, requests for new, changed service or after market opportunities and associated rates, or miscellaneous information; complete request to customer satisfaction

  • Determine availability of and oversee the coordination of resources to meet customer requests

  • Where resources are not available, follow through to ensure facilities successful resolution

  • Focusing on complex business applications as determined by the sales process account team for selected business customer set

  • Proactively notify customer when exception to customer request exists

  • Visit customer premises (if not already located on premises) as required

  • Resolve errors/problems which prevent assignment, design or translation of service orders

  • Research/resolve customer problems to ensure customer satisfaction (e.g. spreadsheets, conference call, etc.)

  • Verify completion of orders and notify customers accordingly

  • Ownership/accountability for accurate and timely completion of customer requests (48 hour turnaround time)

  • Respond to bill inquiries and initiate appropriate corrective action

  • Effectively multi-task to achieve specific measurable goals toward productivity, accuracy, and business objectives

  • Responsible to keep oneself updated on pricing, services, procedures, and promotions

  • May be required to cross-train others

Experience/Background

  • Demonstrated experience in customer service within last three years

  • College degree preferred but not necessary

  • Demonstrated experience with Microsoft Office advantageous

  • Proven customer satisfaction skills

  • Takes initiative on projects driven by customer needs

  • Demonstrated success as member of team with good communication skills

Work Environment

  • Work location: Downtown

  • Work hours are weekdays

  • Works as member of account team

  • Dress is generally business casual

  • Subject to measurements relating to performance and accuracy by ongoing supervisory observations

Cincinnati Bell has been connecting what matters for more than 145 years. We are a leading technology company that delivers integrated communications solutions to residential customers and end-to-end IT solutions to business customers across North America. Our 4,300 employees across the United States, Canada, India, and the United Kingdom help the world connect, and support the communities we serve through an extensive fiber network and cloud-based solutions. We are focused on building and maintaining a diverse team of employees who are committed to delivering an outstanding customer experience. We call the communities we serve home and giving back to these communities is an important part of our culture. Cincinnati Bell offers amazing Employee Volunteer Program, Employee Resource Groups, and organized corporate community service events that further strengthen our community relationships.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, national origin, ancestry, age, disability, religion, sex, sexual orientation, gender identity, gender expression, protected veteran, military status or any other characteristic protected by law.

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