Job Description

Located in 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

• 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.