Construction Support & Compliance Specialist II

JOB SUMMARY

Under minimal supervision, responsible for ensuring accurate data in the Serviceability Workbook tool, contacting appropriate functional teams for updates on non-compliance to standardized policies and procedures, particularly relating to surveys and construction projects, responding to internal and external customer escalations, and order fall out, including any additional follow-up needed before installation or after failed installation due to serviceability. This is a senior level position, with expectations that the Representative has in-depth knowledge of multiple systems and the overall process flow from initial customer sale interaction to installation, and can effectively provide support for complex problems and escalations.

MAJOR DUTIES AND RESPONSIBILITIES

Actively and consistently support all efforts to simplify and enhance the customer experience.

Gather and manage email escalations to various functional teams from internal and external customers.

Ensure data integrity for surveys and construction projects in the Serviceability Workbook tool.

Escalate non-compliance to standardized policies and procedures to the appropriate functional team.

Monitor dashboards and reports, and take appropriate actions to advance the order process.

Escalate delays to appropriate stakeholders.

Manage "failed install" escalations by confirming serviceability status, submitting surveys, and providing order status updates.

Work with operations and other departments to determine the serviceability of an address, following defined processes.

Ensure timely trafficking of escalations that may require additional follow-up.

Re-direct out of scope escalations to appropriate department and note source.

REQUIRED QUALIFICATIONS

Required Skills/Abilities and Knowledge

Ability to read, write, speak and understand English

Ability to work independently and in group environment

Aptitude to grasp new concepts, including engineering language and design configurations, and drive continuous operational improvements

Effective customer orientation with expert ability to effectively resolve customer questions and issues

Ability to solve problems while working under pressure

Demonstrate judgment, initiative, and sense of urgency to accomplish job responsibilities

Ability to simultaneously support multiple projects, while working calmly and effectively in an environment with multiple, often shifting, priorities

Exhibit professional courtesy and patience with both internal and external customers

Proficiency with personal computer and software applications, such as MS Word, Excel, PowerPoint

Advanced knowledge of general billing procedures

Advanced knowledge of applicable sales and CRM tools (Salesforce, Siebel), billing systems, and other related software (e.g., Synchronoss, Neustar, GIS, Buyflow, Lerg, Neustar, Drum, Intrado)

REQUIRED EDUCATION

High School Diploma or equivalent

REQUIRED RELATED WORK EXPERIENCE AND NUMBER OF YEARS

Customer service experience - 4+

Billing platform experience - 4+

PREFERRED QUALIFICATIONS

Preferred Skills/Abilities and Knowledge

Preferred Education

College course work in accounting, business, or related field or equivalent work experience

PREFERRED RELATED WORK EXPERIENCE AND NUMBER OF YEARS

Experience with the cable/telecommunications industry

WORKING CONDITIONS

Office environment

Flexible work schedule may be required