Construction Support Compliance Specialist

Under general supervision, this role is responsible for receiving inbound customer calls and making outbound customer calls as well as working tasks relating to surveys, construction projects, and installations. This is the entry level position in this job family, with expectations that the Representative develops working knowledge of the assigned workload and can effectively provide support for orders with moderate complexity.

MAJOR DUTIES AND RESPONSIBILITIES

• Actively and consistently support all efforts to simplify and enhance the customer experience.
• Make and receive customer calls related to updates and governance on surveys, construction projects, and scheduling installations and related to serviceability projects.
• Review and take action on customer orders in the billing system related to governance activities to ensure process accuracy.
• Responsible for scheduling or rescheduling orders with the customer working in parallel with boundary partners
• Work with operations and other departments to determine the serviceability of an address and follow defined processes to complete this function.
• Ensure timely routing of customer calls that may require additional follow-up.
• Ensure positive customer experience by connecting out of scope calls to appropriate department and capture the activity for process improvement.
• Work tasks that pertain to ongoing survey/construction related projects.
• Remain up-to-date on CSC processes using departmental knowledge-based tools as they pertain to job functions.
• Perform other duties as assigned by leadership.

REQUIRED QUALIFICATIONS

Required Skills/Abilities and Knowledge

• Ability to read, write, speak and understand English
• Aptitude to grasp new concepts and strong customer orientation
• Ability to effectively address/resolve customer questions and issues
• Ability to solve problems while working under pressure
• Ability to prioritize and organize effectively, with strong attention to details
• Ability to work independently and in group environment
• Exhibit professional courtesy and patience with both internal and external customers
• Proficiency with personal computer and software applications, such as MS Word, Excel, PowerPoint
• Basic knowledge of general accounting & billing procedures
• Basic knowledge of applicable sales and CRM tools (Salesforce,), billing systems (ACSR, ICOMS), and other related software (e.g., PRISM, Avaya, GIS, Webex, Microsoft Office, Sharepoint, UXID, and UCM)

Required Education

• High School Diploma or equivalent

Required Related Work Experience and Number of Years

• Customer service experience - 0-1
• Billing platform experience - 0-1

PREFERRED QUALIFICATION

Preferred Skills/Abilities and Knowledge

Preferred Education

Preferred Related Work Experience and Number of Years

• Telecommunications/cable industry experience

Working Conditions

• Office environment
• Flexible work schedule may be required