Business Relations Representative

Company: Telesystem

Job Function: Customer Service

Job Type: Full-Time

Job Location (Short): OH-Northwood | REMOTE-United States

Requisition Id: 31710

Job Description

For over 25 years, Telesystem has been empowering businesses across the country with a range of innovative network, communication and collaboration solutions designed to address the business-specific needs of each customer, such as SD-WAN, Managed WiFi, Hosted VoIP, Managed Security, Dedicated Internet, and Unified Communications. Guided by strategic partnerships and a customer-centric mission, these customized solutions are backed with white-glove implementation and 24/7 US-based support.

Telesystem currently delivers enterprise collaboration solutions and networking services to businesses in 45 states, DC and four foreign countries. Our customers include hospitals, universities, local public and private school districts, banks, multi-location retail establishments and regional government offices, to name a few.

JOB TITLE: Business Relations Representative

DEPARTMENT: Customer & Network Support

Work Schedule: Monday-Friday; no nights or weekends

JOB SUMMARY:
The Business Relations Representative is the initial contact for service and support issues for existing customers. The Business Relations Representative will build and maintain business relationships with customers through multiple communication channels and will be responsible to deliver outstanding customer service in the support of the Company's products and services. In this role you will develop working relationships with your customers and be empowered to drive resolution for service inquiries or support issues. The Business Relations Representative must be able to respond to customer issues, requests and inquiries in a professional and timely manner. The Business Relations Representative must be able to deliver a strong knowledge of the policies, procedures and practices of the department, company and regulatory agencies. The Business Relations Representative must be able to work with associates within his/her department and across the organization to facilitate action to meet customer specific needs and to achieve optimal customer satisfaction. The Business Relations Representative will promote a positive attitude and feeling of well-being towards coworkers and the Company's customers. The Business Relations Representative will have a strong knowledge of the product and services that are offered to the Telesystem customers.

The Business Relations Representative reports directly to the Manager, Business Relations.

There are no direct reports to this position.

The Business Relations Representative interfaces with all relevant business units within Telesystem and Buckeye Broadband for the purpose of delivering customer support to commercial customers.

ESSENTIAL JOB FUNCTIONS: The Business Relations Representative is accountable for the following items:

• Properly handle the incoming calls to the Company using technical and soft skills to deliver an outstanding experience for the customer;
• Manage calls in the queue to meet the expectations and goals set within the department for outstanding call quality, reduced abandoned calls, reduction of average speed of answer,
• Coordinate and manage customer support requests using critical thinking to analyze the urgency and priority of the request, set realistic expectations with the customer, assign tickets to the department most suited to handle the ticket request, and provide follow up communication on closed tickets for the purpose of improving the customer experience.
• Provide administrative programming support for hosted products, including, but not limited to Hosted Stations, Voicemail, Auto-Attendants, where basic programming changes are requested and can be completed with one-call resolution.
• Submit orders for changes such as disconnects, upgrades, adding new services for existing customer accounts as required;
• Understand the Company tariffs and procedures with regards to telecommunications services;
• Participate in the process of training and educating members of the team for the growth and development of all team members;
• Prioritize effectively by assessing what actions create the highest value to the Company and to the customer;
• Deliver confidence and knowledge when discussing products, pricing, support for products sold within the Company;
• Act to expediently address customer requests, gather necessary facts, and determine correct solution for resolution of customer's request, while keeping the customer informed of the progress and time needed for completion of request;
• Process payments and provide billing inquiry support;
• Track and report the progress of customer inquiries and problem reports;
• Follow up with customers after installation to validate satisfaction with the completed orders;
• Provide product feature education on Hosted Products, including but not limited to: Hosted Stations, Voicemail and Auto Attendants as requested by customer;
• Complete diagnostic testing of third party carrier business line services, with the ability to analyze and interpret the results; take action to issue third party tickets and provide customers with realistic timelines for dispatch and repair of third party carrier business line services.
• Maintain and archive all original