Business Services Coordinator - Hargray Communications in Hilton Head Island at Hargray

Date Posted: 9/10/2019

Job Snapshot

Job Description

General Description of Position:

Responsible for fulfilling the tasks of the Business Sales Support Specialist with added responsibility for resolving escalated issues, training of new department members and supporting the Business Sales Support Team in a leadership role.

Duties & Responsibilities:

  • Responsible for all duties pertaining to order fulfillment. Including order review, order approval, order entry into HES, creation of project sites and successful, timely installations.
  • Responsible for communicating independently, effectively, clearly and professionally with managers, supervisors, and employees to establish and maintain considerate and cooperative relationships. Works as a customer liaison to both internal and external customers while shepherding service installations.
  • Handles all commercial customer requests and communications by phone, e-mail, fax, and mail.
  • Analyzes, researches, resolves, refers and follows-up on customer complaints regarding billing, credits and service(s) in an expedient and professional manner. Acts as a coordinator among different departments and personnel to resolve customer complaints as necessary.
  • Answers operational questions clearly and succinctly, and resolves problems applying knowledge of procedures and critical thinking.
  • Responsible for analyzing reports and project sites to ensure service orders are on track for completion on desired due date.
  • Accurately enters business and resort service orders. 
  • Collaboratively assists departmental manager and communicates status of current events within the department.
  • Handles departmental administrative duties including, but not limited to, processing service orders, call monitoring, and escalations from business service coordinators and takes customer phone calls as necessary.
  • Performs other related duties as assigned to ensure effective operation of the department and the Company.

Job Requirements

Minimum Qualifications:

  • Bachelor’s Degree or equivalent experience
  • Must have strong computer, communication (written and verbal), problem solving, and project management skills.
  • Ability to communicate effectively with customers, employees, and managers.
  • Customer service skills.
  • Must be well organized and understand process documentation and flow charts
  • Must have strong Service Order entry and processing skills.
  • Minimum working knowledge of LSRs and ASRs required
  • Experience with Hargray Enterprise Systems (HES) or other Order Entry, Provisioning and Customer Relationship Management systems required
  • Experience with other Service Provider interfaces such as AT&T’s LEX, Level 3’s portal required
  • Must understand the fundamentals of local number portability, 911 service delivery, long distance, toll free services, DSL and High Speed Data
  • Strong technical understanding of all business products offered at Hargray including Metro-E, Symmetrical High Speed Data (SHSD), DBN, Data Circuits (ISD, T1, PRI), Static IP Addresses, Colocation, Resale Elements, LNP and Asymmetrical High Speed Data (AHSD)
  • Good understanding of networks, routing, IP addressing, VLANS and network element provisioning.