Customer Service Analyst

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Analyst, Customer Service u00A0Job Description: The CSA contributes to service delivery, business retention and revenue growth objectives of the sales account team, through service efforts. The CSA is an important resource within Frontier that provides the customer with easy access and maneuverability through our organization. The CSA maintains a passion for customer service and works pro-actively with other internal and external resources to insure we exceed customer expectations. CSAu2019s are expected to become Subject Matter Experts (SMEs) for department in two areas of choice based on knowledge and experience.u00A0The CSAs are measured on quality of customer service through timely response to customer inquiries, ability to represent a partnership in resolving issues, drives customer satisfaction and contributes to revenue growth through customer service order activity (MACD). The CSA is assigned a base of Mid-Market customers and act as their SPOC for simple request. CSAs have the tools and ability to identify existing contracts in their module and adhering to the terms and conditions of that contract. CSA follow standard business procedures of our business organization however have a defined set of customers and acts as a resource to the customer outside of sales activityu00A0 u00A0u00A0Specific responsibilities include:Process appropriate order request based on customer need. Act as agent of company on initiatives that require customer contact (i.e., switch changes, updates, price increases., etc.,).Educates customers on billing process, how to read bills and verifies billing accuracy, where appropriate.Handles assigned customer inquiries, disputes, and simple orders.Opens and Closes call with proper greetings and notificationsInternal teamwork with other partner groups (Call Center, Contract Admin, Operations, Engineers etc.) to resolve customer problems and strive to achieve complete customer satisfactionSubmit MACD and simple orders to provisioning groups through STATS/Salesforce systemAccount auditing for billing accuracy and additional revenue opportunities where appropriateWork with account team to investigate top 10 churn cases within account baseProvides customers with contacts and escalation list of Frontier back officesEssential Job Results:50%Assessing customer communication service needs and recommending solutions,Providing escalation for repair issues reported and outages of complete disruption in serviceAddressing and facilitating the resolution of customer billing.Auditing accounts where applicableProactively contacting accountsInvestigating Top Disconnectsu00A030% -Inbound activity via email, phone calls, WFM/SF20% Internal training- Being a SME, Lunch-n-learns, customer meetings and administrative functions.u00A0Required Skills: The CSA must have a minimum of 3 years experience in similar customer service responsibilities. The selected individual will have experience in the Telecommunications industry. The individual must possess strong time management, communication, customer service, and organizational skillsu00A0u00A0Other qualifications should include:u00A0u00B7 Resourcefulnessu00B7 Product knowledgeu00B7 Business acumenu00A0u00B7 Strong phone and presentation skills.u00B7 Good customer relationship building experience.u00B7 Excellent rapport building skillsu00B7 Goal and results driven.u00A0u00B7 Always follows through and completes tasks on time.u00A0u00B7 Project management ability.* Community Involvement is expectedu00A0u00B7 Knowledge of Systems - STATS, DPI, Salesforce.comu00A0u00A0

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