MAC Representative

 

Primary Responsibilities:

 

The MACD Representative I is responsible for modifying current customer accounts, entry into our operational support systems for continuous adds, changes and disconnects to customer accounts.  This employee is required to possess a broad working knowledge of telephony, a working knowledge of One Communications internal provisioning processes and a detailed understanding of the billing and workflow systems.

 

These activities embrace One Communications initiatives in meeting goals and objectives associated with customer attrition levels.

 

? Responsible for order entry of MACD requests, orders into our Workflow Management System, external Systems and the Billing system.  Using the systems, reps are responsible for order entry of move, add, changes and disconnects of any One Communications Exchange line, feature, and Data orders.

? Overall responsibility for daily follow-up, queue management and error processing including Gateway and non-Gateway errors and corrections.

? Direct communication with Base Sales/ Business Development Representatives, Service Provisioning, Customer Service, and Escalations & Relationship team to complete MAC order requests and manage rejections to complete these orders in a timely manner.

? Coordinate with various departments to complete specialty and ICB orders as approved by Marketing.

? Participates in improving relationships and work management systems used by MACD.  Leverage internal relationships, as well as technology to increase effectiveness, and reduce cycle times.

? Accountable for achieving Order Creation goals by meeting and exceeding individual and team goals on a daily and monthly basis.

 Job Qualification/Experience

 

? Knowledge and 1+ year experience within the Telecommunications industry preferred

? Formal education in business related field is preferred

? 2+ years of data entry experience

? Proficient in a Windows based environment and must possess knowledge of a variety of computer software applications relating to work processing and spreadsheets.

? Ability to multitask and handle a variety of communication experiences including clarifications of orders to escalations. Specific Competencies

 

? Self-motivated and goal oriented; positive attitude.  Willing to give the Customer Service organization 100% plus.

? Desire to learn new skills, be challenged and demonstrate growth potential.

? Reasonable analytical ability is required for order solutions within the order entry function.

? Ability to work independent with minimal guidance, as well as the ability to work in a in a fast paced, team environment. Displays a high level of urgency to escalations.

? Attention to detail, accuracy and a desire to produce high quality work in a timely manner are vital to the success of this role.

? Excellent order entry and computer skills for both quality and quantity.  Ability to review orders for accuracy and discrepancies, and provide feedback to management and other departments.