What are the responsibilities and job description for the Account Activation Representative position at Dobson Fiber?

Job Description

The role of the Activation Representative is to facilitate the activation of new subscribers, including educating them about their services, plans, new devices, and other relevant information.

ESSENTIAL FUNCTIONS :

Professionally handle incoming requests from customers, contractors and internal teams both promptly and thoroughly.
Create and maintain customer orders and billing accounts while maintaining a high level of attention to detail.
Work the customer order from point of initial order, review of information, scheduling, installation, and billing.
Thoroughly and efficiently gather customer information, access and fulfill customer needs, educate the customer where applicable to prevent the need for future contacts, and document interactions through contact tracking.
Contact internal and external teams to assist customers. Follow up for resolution and communicate clearly as needed.
Make outgoing calls, texts, emails to customers as needed for a variety of purposes including but not limited to scheduling, troubleshooting, verifying contact information, and clarifying orders.
Provide quality service and support in a variety of areas including but not limited to billing, activations, and system troubleshooting.
Identifies and assesses customer needs to achieve satisfaction.
Provide accurate, valid, and complete information using the right methods / tools.
Resolve customer activation issues via phone, email, or mail, working with internal and external teams and following up to ensure resolution.
Assist with placement of orders as needed.
Work with Activations supervisor to ensure proper customer service is being delivered.
Write concise notes on actions taken during customer and team interactions.
Attempt to persuade customers to reconsider cancellation of orders.
Utilize computer technology to handle calls, online orders, research addresses, and billing.
Create and sustain a positive team environment displaying high levels of motivation and excellent teamwork.
Performs other job-related duties as assigned.

RESPONSIBILITIES INCLUDE, BUT ARE NOT LIMITED TO :

Adhere to company practices and regulations.

Maintain work area in a neat and orderly fashion.

Establish and adhere to a record of good attendance and punctuality.

Maintain confidentiality of all customer and company information.

Complete any special projects as assigned.

QUALIFICATIONS INCLUDE :

Must be able to learn all aspects of the job by on-the-job training, attending seminars / vocational schools or classes, reading instruction manual, etc., for the position.

Must have a good comprehension of telephone etiquette and office protocol.

Ability to define the problem(s), determine the seriousness of the situation (s), collect data, and establish facts.

High level of attention to detail.

Ability to communicate clearly and concisely.

Maintain a positive attitude towards co-workers and customers.

Maintain honesty and integrity in all dealings.

Effective time management.

Troubleshooting abilities.

Professional and effective oral and written communication skills.

Ability to add, subtract, multiply, and divide using whole numbers and decimals.

EDUCATIONAL REQUIREMENTS :

Must know about Computer Operations, including web-based portals, typing, 10-Key, phone operation.

Telecommunications knowledge preferred with one year of business office work experience, i.e., clerk, administrative assistant, accounting, or computer entry work environment.

WORK ENVIRONMENT :

Maintain forty (40) hours per week performance level, plus additional hours as the job requires, with one (1) hour each day unpaid lunch break.

The noise level in this environment is often moderate.

PHYSICAL REQUIREMENTS :

No or very limited exposure to physical risk.

Work is normally performed in a typical interior / office work environment.

Visual perception in order to perform activities at distances close to the eyes.

Hearing enough to understand and communicate by telephone and in person.

Arm-hand dexterity enough to demonstrate and operate keyboards and small office equipment.

Requires the ability sit or stand for long periods of time.

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