Job Description
Job ID: 1252
Position Description:
The Voice Operations Order Management Specialist performs work in a call center environment. The Voice Operations Department handles a variety of telephony functions. The Order Management Specialist will be the Subject Matter Expert for all telephone related issues for the West Region. Working closely with Sprint Cable Partner, Call Center, Retail Locations, Dispatch and Field. Implementing processes that will build efficiencies through Quality Assurance to drive RGU and revenue contribution and retain existing customer base with accuracy. Maintain relationship with Customer Service Reps within call center and retail locations to answer any questions on all voice orders.
Position Requirements:
ILLUSTRATIVE ACCOUNTABILITIES
Quality Assurance for Installs, Disconnects, Post Install Changes using EDS Order Management Tool
Responsible for Reject Management and Order Management
Responsible for correcting errors and making customer contact if necessary
Maintain relationship with CSR’s within Call Center and Front Counter to answer any questions and provide updated training on M&P
Relay all errors back to CSR and Supervisors for coaching and training development via EDS Tool
Review all Third Party Verification and LOA for compliance â€"Monitor acceptance and failure and ensure all work orders have successful TPV
Manage Voice Order Management Ticketing Site: PWS Issues, Check In Issues, Cancels, Reschedules, Post Install Changes
Manage Telephone Number Administration and NIM
Manage various Order Management Reports including: SSI Report, 3 Day Delta Report, CP Install Completes, Service Disconnected, Install Cancelled.
Responsible for Telephone updates during team meetings
Maintain positive relationship with Sprint Cable Partner for order process flow and questions
Provide Training to call center organization and front counter updating any changes that could effect billing system, service code changes, and any updates and changes to M & P.
Responsible for reviewing and resolving escalations from Corporate, PUC/FCC and Regional Departments
JOB QUALIFICATIONS
Telephone experience required
ICOMS experience required
Leadership experience preferred
Ability to communicate effectively and patiently with a wide range of personalities and abilities.
Organizational skills a must
Must be able to present information in a professional and knowledgeable manner
Demonstrated mentoring skills, as evidenced by helping less experienced workers successfully perform their jobs
Must be proficient in performing all the primary functions of ICOMS
High school diploma or GED equivalent
Skill in using a Windows-based PC and sending/receiving email
Keyboarding skills
Strong interpersonal skills
Ability to take ownership and initiative to address Departmental and Company needs
Job Requirements
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