Telephone Activation Specialist I

Mediacom Communications Corporation Chillicothe, IL
GENERAL RESPONSIBILITIES:

The Telephone Activation Specialist is responsible for reviewing, processing and resolving all forms of order fallout that may create an error or jeopardize a scheduled installation.

SPECIFIC RESPONSIBILITIES:

Answer inbound telephone calls.

Audit SODI tasks to ensure order completion.

Reviewing past due orders and attempting to reschedule.

Examine fallout from equipment fulfillment including order entry and shipping dates, including preprovisioning TIVO devices for next day installations

Audit rejected telephone orders and place outbound calls when necessary to inform customers of issues and work toward resolving them.

Auditing and assisting customers through Third Party Verification, required on every order in which a customer elects to keep an existing telephone number.

Audit and repair telephone orders that failed to build to telephone switch.

Monitoring orders in real time for errors with porting numbers, held orders, or failed telephone activations.

Fallout caused by improper entry or systematic issues.

Audit all transfers of service keyed with telephone product for accuracy

EXPERIENCE/SKILLS:

High School Degree required

Preferred - Up to 1 year of previous Customer Service experience

Customer-oriented mentality.

Ability to operate a computer.

Effective listening skills with high level of empathy.

Effective verbal communication skills, including grammar and tone.

Strong ability to ask relevant questions to identify customer needs/concerns.

Ability to remain calm and confident while managing confrontation and rejection.

Self-motivator - upbeat and with a high energy level.

Strong work ethic; team-oriented attitude.

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