Careers at TNCI   All About TNCI   Benefits º Immediate Openings TNCI Job Description Job Title: Customer Support Specialist II Job Code: 5042 Department: Service Operations SUMMARY A successful Customer Care Specialist is an outgoing, considerate, people-person who works one-on-one with our customers to address and solve telecom issues. This individual is trained to help translate technical industry-related information to our customers in a way that builds customer confidence and satisfaction in our product and in our business. Customer Care Specialists are at the forefront of building and maintaining the most important relationship our company has – that of the CUSTOMER. Our best personnel possess the following traits: Solid queue management Focused customer satisfaction Proactive service philosophy Presents a positive image of TNCI to the customers and agents Focused on improvement-management Builds customer relationship and the customer opportunity with each interaction ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned. Inbound Queue Service Responsibility/Accountability of All Customer Issues & Customer Satisfaction Remain in “in calls” mode during scheduled time frames Adhere to standard TNCI SLA times for service issues Provide Support for all TNCI customer base On Call Pager Rotation Saturday Pager Rotation Review accounts to verify MRC, Service Plan Charges, and Term Plan Issues are addressed LOA processing and field/comment entry Charges/Credit research, processing and comment entry Customer account maintenance, processing and comment entry Notify the collections department of any delinquent accounts that which they have not previously noted Systems Maintenance/Documentation Open, update, resolve and close trouble tickets in system according to quality and trouble ticket closure goals Review of customer services screen to ensure all ANIs, CCs, 800 #s, and Dedicated services appear properly as active or inactive on account Review of account to verify MRC, Service Plan Charges, and Term Plan Issues are addressed LOA processing and field/comment entry PIC charges credit processing and comment entry Returned mail resolution processing and comment entry General correspondence and comment entry Perform any adds, moves and changes as requested by the customer Notify the organization of any and all discrepancies Repair of All of TNCI’s Products and Services Adhering to standard TNCI SLA times for service issues Repair of service effecting conditions related to all of TNCI’s products ACD Mode On-line Time: Handling of Inbound Service (Scheduled) Call Wait Handling (Scheduled) Perform outbound follow up calls as necessary Not Ready Time: Block periods Brief departures from station Make Busy: Breaks Lunches End of Day Meetings/Time away from station Miscellaneous File Maintenance Incoming Fax Work LSS Call Support Work Participation in Quarterly Evaluation Process CCS Agenda Meetings Other Duties as Assigned SUPERVISORY RESPONSIBILITIES None QUALIFICATIONS Detail-oriented team player Excellent organizational, analytical, computer, and telephone skills Sales skills comprehension Investigatory skills Telecommunications comprehension Strong Communications Background EDUCATION and/or EXPERIENCE At least one year of telecommunications related experience At least one year of customer service experience preferred Experience working with and resolving local and long distance customer service issues preferred

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