Mobile Activation Coordinator (MAC)

    • Maryland Heights, MO

Client Reference Code: 260189
JOB SUMMARY
The Customer Activation Agent- Mobile (MAC) is responsible for providing wireless service provisioning and support for Residential mobile telephone customers, supporting post-sales activities including configuration requirements for mobile voice services and tasks ranging from order validation, billing system access and entry, customer contact and scheduling, order monitoring/escalation, order corrections/exceptions and complete phone activation.

MAJOR DUTIES AND RESPONSIBILITIES
Actively and consistently support all efforts to simplify and enhance the customer experience.

The Customer Activation Agent- Mobile (MAC) must be able to navigate the various billing systems, provisioning systems and network elements comprising the residential order flows.

Responsibilities include analysis and resolution that require customer contact to resolve the failure, provisioning updates, Local Number Portability (LNP) exception handling, and assisting internal teams with customer impacting escalations.

Support incoming calls from customers to troubleshoot activation and porting fallout for customers attempting to activate Spectrum Mobile.

Must have a high level of proficiency and detailed knowledge of telephony operations, and networks as well as experience building, implementing and troubleshooting call features, LNP, and an in depth knowledge of Local Exchange Routing Guide.

Proficient in the use of applications to activate ported telephone numbers in SOA and methods necessary to address conflicts, cancelled subscriptions and concurrence issues from donor LECs.

Effectively communicate with customers and partner departments in a courteous and professional manner.

Work flexible hours and support night or weekend work as needed.

Build relationships and work as well with others to resolve problems and handle outside telephony requests.

Perform other duties as required.

REQUIRED QUALIFICATIONS
Skills /Abilities and Knowledge
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
Proficient knowledge of all four lines of business (Cable, HIS, Telephone, Mobile)
Knowledge of general accounting & billing procedures
Knowledge of office procedures and Company policies
Knowledge of service troubleshooting
Knowledge of Spectrum's product information, packaging, pricing and current offers

Education
High School Diploma or equivalent

Related Work Experience Number of Years
Customer service experience 3+
Telephone, Video, High Speed Data experience 2+

PREFERRED QUALIFICATIONS
Skills /Abilities and Knowledge
Ability to maintain confidentiality
Ability to solve problems while working under pressure
Knowledge of the cable industry - products and services

WORKING CONDITIONS
Office environment
Flexible work schedule may be required
Job Code : CSD100 MAC Coordinator I Nonexempt

260189BR

Spectrum provides a full range of advanced broadband services, including video entertainment programming, internet access, and home phone service.

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