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.
Customer Care - Tier I
Post Date
11/6/2009
City
Atlanta
Job Description
o Project management of Service Requests, Service Orders, and other external systems through to completion within acceptable timeframes.
o Resolve complex requests by developing and exercising proficiency in Cbeyond's CRM System.
o Troubleshoot advanced product or service issues, creating MACD's with proper configuration.
o Effectively communicate with Customers, Tier I Agents and representatives from internal departments, as needed to ensure accuracy with information contained in a Customer's Service Request.
o Review system orders for inconsistencies, and/or possible conflicts in regards to product configurations and compatibility.
o Constant monitoring of email, Service Request Ques and Web Inquiry Ques to manage workload.
o Responsible for handling customer calls with a positive problem-solving attitude.
o Actively participate in training classes for new products, services, and system enhancements.
o Assist with escalations from Tier I as well as internal departments as requested by management to ensure quick customer resolution.
o May also perform additional duties such as; data analysis, phone coverage in peak situations, reporting, and other projects as requested by management.
o Provide input for troubleshooting scripts and diagnostic tools.
Requirements
? Minimum of 2 years experience in data services; to include but not limited to Personal Computer based applications and Internet services.
o Minimum of 2 years experience in Customer Care and/or Call Center environments.
o Minimum of 2+ years of experience in Telecommunications Industry.
? Advanced verbal and written communications and interpersonal skills.
o Must be self-motivated with a good work ethic, and have demonstrated the discipline to work independently.
o Advanced level computer skills with basic Microsoft programs, and Siebel experience is helpful.
o Able to work efficiently with the stress of a fast paced environment.
o Ability to handle multiple projects/tasks to completion without constant supervision.
o Problem solving skills, resourceful and effective in making decisions with strong attention to details.
o Strong ability to provide detailed and concise documentation.
o Proficiency in Spanish desired
Apply Now!
