Careers
Launch your Sales Career with Cbeyond
Join the Cbeyond family and be a part of the world's first 100% Voice over Internet Protocol (VoIP) managed services provider, an industry leader in customer retention and one of the strongest, fastest-growing broadband providers in the nation.
We are:
- An enthusiastic group of people committed to Cbeyond's vision to be the last communications company a small business will ever need
- Talented, smart and engaged employees
- Dedicated to our small business customers
- Fiscally responsible
- Focused on customer service and delivering results
The Character of Cbeyond is to Care Relentlessly, Act Graciously, Lead Courageously and Learn Continuously. It's a simple promise we make to each other, our customers and our communities. Together, we create a supportive and dynamic environment that is poised for continued success.
Grow along with us and build a rewarding career with Cbeyond.
Service Coordinator Lead
Post Date
10/30/2009
City
Seattle
Job Description
Handles the daily service coordinator (SC) duties as well as 'floor' guidance for the entire SC team. First level of escalation for account issue resolution. Communicates and drives branch daily objectives and acts as subject matter expert for system/process changes and improvements. Provide point of contact during installation for sales, customer and vendors. Accept, review and verify all orders for completeness and correctness. Act as a liason between sales and other departments to resolve questions and issues quickly. Responsible for managing order through milestones to completion to ensure billing is correct and activate
Requirements
Responsibilities:
o Reporting daily activity details to the Operations Director.
o Responsible for accepting all orders and verifying accuracy and completeness, providing technical support as needed.
o Enter completed packages into OSS systems and order additional services as required by the order.
o Must project manage and "own" the order throughout implementation lifecycle and provide ongoing status to sales and customer.
o Provide resolution to issues regarding the order throughout the process.
o Work closely with Provisioner and field tech to ensure smooth installation and activation.
o Provide the support departments with a first level escalation on issues.
o Ensure customer expectations are set accordingly throughout the order lifecycle.
o Initiate and manage escalations throughout the external RBOC and internal Cbeyond departments.
o Coordinate activation of services with customer and vendor as well as internal Cbeyond departments.
o Inform Sales Support Manager in an expeditious manner, any unresolved issues impacting the customer's installation.
o Assist sales support manager with weekly reports for P&L of the Market
o Responsible for accepting / facilitating MAC orders for existing customers.
o Perform pre and post sale customer visits when necessary.
Knowledge, Skills & Abilities:
o Minimum of 5 years experience in voice services; to include but not limited to dedicated, local or RBOC and Internet services.
o Problem solving skills, resourceful and effective in making decisions.
o Strong oral communication and interpersonal skills.
o Strong organizational and technical skills, detail oriented.
o Proven ability to work effectively with customer, contractors and vendors.
o Ability to manage multiple projects to completion.
o Ability to meet deadlines and deals efficiently with a fast paced environment.
o Strong customer support skills.
o Intermediate level or better computer skills.
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