Job Summary

Ready to improve the client experience using the knowledge of our policies, processes, products, pricing and tools? You can do that. Do you want to serve as a leader while monitoring the dashboard and call queues? As a Lead Enterprise Client Services Representative at Spectrum Business, you can do that.

Spectrum Business provides modern enterprise technology solutions that meet the unique needs of some of the country’s biggest brands. If you’re looking to build your most successful career, support client growth and work alongside intelligent, driven professionals, you can do that. We're ready to go all in on your future and create an engaging environment. 

Responsibilities

You provide expert support for a client’s most complex scenarios via email, phone and client portal. You are the “go-to” for team and client questions and issues. You act as the first level for escalation support and serve as the backup to management. You collaborate with teams in person and digitally within an office environment.

WHAT OUR ENTERPRISE CLIENT SERVICE REPRESENTATIVES ENJOY MOST

• Ensure work types are accurate, complete and compliant and entered into the CRM system.
• Actively monitor call queues to ensure service level performance is met.
• Monitor CRM systems for activity funnels and performance status and take action to ensure team activities are completed.
• Assist representatives with client questions and escalations while acting as first level client support.
• Identify system and order defects with CRM, billing and other applications, report issues to leadership and assist with resolutions.
• Document client account records based on actions taken to improve reporting.
• Conduct ORT and UAT to support project deployments.

Qualifications

WHAT YOU'LL BRING TO SPECTRUM BUSINESS

Required Qualifications

• Experience: Two years of data entry experience; Three years of client service representative experience; Four years of sales support of client service and Salesforce or Siebel and B2B billing platform experience.
• Education: Bachelor’s degree in a related field.Technical Skills: Understanding of billing systems; Proficient in Microsoft Office.
• Skills: English communication skills.
• Abilities: Self-motivated with the ability to manage multiple initiatives simultaneously while prioritizing requests and providing timely follow-up.

Preferred Qualifications