General Summary of Position:
Providing unparalleled customer service to Granite customers, answering inbound calls, and directing customer requests to proper channels.
Duties and Responsibilities:
Answer inbound calls from customers
Communicate issues to internal departments by creating tickets in database
Open trouble tickets with ILECs and ensure that issues are resolved in a timely manner
Resolve outstanding issues by escalating with the ILEC
Analyze issues in a timely manner and report to other departments if needed.
Show discretion and independent judgment to make decisions that may have a significant financial impact on the company, keeping the company’s interest in mind while maintaining a very high standard of customer satisfaction
Responsibilities may change overtime as determined by Granite management
Excellent communication skills in both verbal and written form
Professional phone etiquette
Strong problem solving skills
The Mergis Group
Website : http://mergisgroup.com