Customer Service Rep II 9/3/2016
Rolling Meadows, IL
JOB DESCRIPTIONAPPLY Responsibilities
BFO is a support organization that manages customer and contract information for wireless customers for Wireless Business Group (WBG) and national, major and small business customers. Our primary responsibility is to ensure customersEUR(tm) contract terms are provisioned in the Enterprise Customer Profile Database (ECPD). This ranges from contractual discounts to equipment and accessory offers, as well as non-standard price plans and features. Our work in ECPD controls the availability of services, products and equipment to our customers. From a compliance and finance perspective, we are responsible for ensuring adherence to guidelines for company programs like employee discounts, contractual promotions and incentive credits. The BFO works closely with Compliance, Business and Government Customer Operations, Fraud and Legal teams as well as several sales channels and other areas of the business to maintain Verizon standards for business activity.
Build and maintain customerEUR(tm)s contract information for WBG, national, major and small business customers and ensure customerEUR(tm)s contract terms are provisioned in ECPD.
Complete various transactions utilizing systems such as EWI/ECPD, Work Flow Manager (WFM), ACSS, and OneSource.
Review, research and take action in response to customer inquires related to employer discount program; which includes resolving automation errors, escalation support and auditing functions.
Review, calculate and apply other charges and credits in support of contractual pricing and/or equipment offers, special offers or promotions and other system, sales and customer related issues that may require an OCC.a
Contact customers via email and/or outbound call to obtain information, advise status of order/correspondence and gather information to complete tasks and customer requests.
Educate internal and external customers on company guidelines and procedures; giving guidance and direction on completing request timely and efficiently.
OVER 3 YEARS OF CS OR SALES EXPERIENCE PREFERRED
BachelorEUR(tm)s Degree or equivalent experience preferred
Strong analytical skills required
Microsoft Office, specifically Excel, preferred
Ideal candidate will possess;Flexibility
Positively adapt to change, process or new policies
Strong written and verbal communication skills
Demonstrated accountability and ownership
Demonstrated ability to root cause and resolve issues
Acts with a sense of urgency
Active team participant EUR" willingness to leverage experience and ideas, moving outside comfort zone
Demonstrated willingness to expand business knowledge