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SCI Consulting Services
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Job Location: Oak Ridge, Tennessee
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Description:
The SCI Customer Service Center is the telecommunications resource for the Oak Ridge Federal Integrated Communications Network managed by Verizon FNS. The Customer Service Specialist position will utilize the Comit Tele-Management System (TMS) database to manage Telecommunications Center Functions such as Service Orders, Maintenance/Repairs, Cable/LEN and Inter-Office Facility assignments, and Switch Updates. Additionally, the T-Metrics switchboard will be utilized to provide Operator Services such as Directory assistance, customer service, and Audio Conferencing.
The Customer Service Specialist position will provide assistance in maximizing the operation and use of the telecom products and services to meet business needs for Verizon and reservation customers.
Principle Accountabilities
• Ensures telephone service requests (TSR) have been properly planned, coordinated, and communicated in a timely manner consistent with Verizon resources and customer needs.
• Helps customers to define the services they need, as well as products to improve or enhance their services. Available services include operator support, basic phone service (key systems, PBX, ISDN, Analog, and VOIP), voice mail messaging, feature changes, calling card service, toll free service, long distance, rates, product information, and training.
• Utilizes the Comit Telemanagement System to generates Service Orders for 1) Moves/Adds/Changes, 2) 5ESS feature changes; 3) cable assignments, 4)equipment recovery from M/R activities; 4) charge account modifications, 5) directory updates, 6) cable/LEN assignments, switch updates and 7) resolution service orders.
• Operates the T-Metrics switchboard to relay inbound, outbound, and intra system calls and to provide directory assistance to the general public, federal/state/local government, commercial sector, ORFICN Sites, and ORFICN customers (including all contractors and sub-contractors).
• Maintains accurate and up-to-date information for the official DOE directory which includes over 200,000 listings.
• Initiates telephone and data line repairs utilizing the Comit Telemanagement System (TMS). Creates Trouble Tickets for dispatch to the Verizon Central Office and/or the field for resolution, and tracks to ensure proper closure.
• Provides audio conferencing solutions to meet schedules, priorities, and special needs of customers. Utilizes the Department of Energy local and Headquarter services which are created and tracked in COMIT TMS.
• Responds quickly and accurately to 911 and emergency calls.
Experience:
• 3+ Years in a telecommunications call center environment.
• Knowledge of telecommunications infrastructure, organizational culture, products and services required to enhance service and exceed customer satisfaction.
• Excellent customer service skills to effectively manage high call volumes while maintaining a response rate in accordance with contract standards.
• Experience with telemanagement systems and switchboard operation.
• Familiar with Microsoft Office applications i.e. Outlook, Excel, and Word.
Requirements:
• Minimum HS Diploma.
How To Apply:
Please send resumes to:
SCI Consulting Services
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See all jobs in: Oak Ridge TN
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