• Actively and consistently support all efforts to simplify and enhance the customer experience.
• Handle calls with potential SMB customers and business partners via telephone in order to process order entry for cable, internet, voice, and business mobile services.
• Communicate with customers, both internal and external, on the phone or via chat and/or email, in both scripted and unscripted formats. Maximize sales opportunities by selling SMB customers additional products and services.
• Gather leads from the website and/or inbound customer calls and follow up on order cancellations, overdue tasks, and order fall out for SMB customers.
• Act as liaison for multiple groups including but not limited to channel partners, national accounts team, direct sales, outbound telemarketing, field operations, provisioning activation center, serviceability, and service recovery and compliance.
• Work through multiple systems handling non-standard SMB customer order scenarios and communicating across multiple platforms
• Responsible for adhering to company guidelines while handling calls and working tasks, in addition to adequately meeting the needs of the SMB customer in a timely manner.
• Complete pre-sales activities, such as preparing/obtaining customer documents and generates accurate SMB customer orders/agreements.
• Assess and correct work orders to ensure their completion and accurate billing. All work orders are evaluated to ensure they are operationally sound and SMB customers will be billed correctly for requested services.
• Work to complete non-automated orders transactions.
• Evaluate orders to ensure they are operationally sound and SMB customers will be billed correctly for services ordered. Ensure order accuracy and prevent order duplication.
• Handle order exceptions relating to cable services, internet, and voice provisioning, porting and ancillary services across multiple vendors and platforms.
• Handle necessary order follow-up needed prior to installation to meet SMB customer expectations.
• Manage the order queues and dashboards. Responsible for getting orders scheduled or rescheduled with the SMB customer in accordance with company standards and policies.
• Responsible for adhering to company guidelines while handling calls, in addition to adequately meeting the needs of the SMB customer in a timely manner.
• Maximize additional revenue from SMB customers by selling incremental products and services through use of recommended sales techniques. Identify and maximize upselling and cross selling sales opportunities.
• Applies all business rules, to ensure the integrity of the work order in an effort to increase completion rates.
• Responsible for documenting and sharing best practices within team and offer suggestions for improvement.
• Other duties as assigned.

• Ability to read, write, speak and understand English
• Ability to prioritize and organize effectively
• Ability to use personal computer & software applications
• Ability to work independently in group environment
• Ability to effectively address/resolve customer complaints and issues
• Ability to work while seated for prolonged periods of time, taking back-to-back calls
• Ability to communicate orally and in writing in a clear and straightforward and professional manner
• Knowledge of all three lines of business (Cable, HIS, Telephone)
• Knowledge of general accounting & billing procedures
• Knowledge of office procedures and Company policies
• Knowledge of service troubleshooting
• Knowledge of residential product information, packaging, pricing and current offers

• Ability to maintain confidentiality
• Ability to solve problems while working under pressure
• Knowledge of the cable industry - products and services

• Office environment
• Flexible work schedule may be required

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