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Mediacom Telephone Activation Specialist I in Chillicothe, Illinois

Telephone Activation Specialist I

LocationChillicothe, IL - (CC) Lincoln

Working HoursTraining M-F 8-5, then11-8 during the week, 9-6 on Saturdays

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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 pre-provisioning 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 the 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 a 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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