Job Title: Professional - Customer Care Representative
Location: St Michaels, Arizona, 86511
Duration: 6 Months
Summary:
A Customer Care Representative, you will help customers resolve any concerns or questions they may have while creating order package and monitoring orders to meet Customer desired due date/committed date and plays a partner role in providing account data that aids a sales strategy. They complete this by using customer records provided by account team Billing, Provisioning, & Ordering representative (BPO), marketing, Spotfire, and other sources.
Responsibilities:
•Contributing to strategy of sales partner
•Structure to provide single view customer insight
•Handling non-sales administrative duties of account management that include LOA expiration management, contract renewal verification and notification, customer notification of network impacts/projects, and managing order volumes to meet account team demands
•Accountable for customer experience in providing data, escalating, and removing obstacles to allow commitments to be met
•Managing account revenue reports to allow retention of Total Incremental Billed Revenue (TIBR) of assigned accounts that allow
•Managing NPS responses and manages action plan for internal improvements identified in discovery
•Prepares, facilitates team actioning and
•Contribute to and present customer experience related activity on quarterly business orders, changes, tickets, contract update reviews for assigned accounts sharing activity and results
•Managing relationship to meet any non-standard terms and conditions agreements
•Contributes to the collection and recording of churn mitigation actions in module
•Documents all items of connect call into connect case weekly
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