IBEW – Local 363
Position Description
Revised January 17, 2013
Job Title : Long Distance Analyst – Schedule E
Job Duties:
Ensure excellent customer service is provided to all customers, both internal and external.
Receive and initiate customer contacts on a daily basis.
Ability to deal with customers patiently, tactfully and efficiently.
Interact with other departments to attain Company service objectives.
Must maintain a professional image.
Ability to learn new skills and procedures
Must be able to work under pressure, handle stress, follow directions and work in a team environment.
Must support and participate in promotion of Company products.
Work with Customers, Call Center Representatives and Sales Representatives nationally to assist with customer issues, order entry and processes and procedures.
Utilize current information based systems/applications and databases.
Interact with customers to effectively handle billing inquiries and process orders as required in multiple systems including TBS, GUI DPI and M6.
Ensure accuracy of provisioning for long distance in multiple data bases.
Must perform other duties as assigned, provided the employee is qualified to do so
Minimum Qualifications:
Typing and keyboard skills required
Effective verbal and written communication.
Have well modulated voice and good enunciation.
Basic math skills required.
Must be able to work shifts, days, nights, evenings (depending on tour selection) and work overtime and emergency call outs
PC literacy in windows based applications.
Must be able to efficiently enter complex (multi-line) orders in current billing system.
Must be able to speak fluently on current products and services
High school diploma or equivalent.
Education/Training Preferred:
Experience working with commercial accounts, products and solutions preferred
Knowledge of order process in TBS and M6 preferred.
College degree preferred.
Required Skills
Required Experience
EmoticonEmoticon