Save Desk Representative

Major Duties

Classification: Non-Exempt / Non-Bargaining

Position may be located remote. #LI-Remote

Join a team that offers growth potential, competitive compensation, an excellent benefits package and the opportunity to make a significant impact on the lives of customers and communities. Consolidated Communications is a best-in-class, top 10 U.S. fiber provider that delivers reliable fiber communications solutions to consumers and businesses. We are committed to providing meaningful work in a positive environment while connecting people and enriching how they work and live. At Consolidated, our employees make the difference. We welcome and value individuals from different cultures, with diverse life and work experiences and educational backgrounds.

Primary coverage responsibilities will be for the sub $1,000 segment or SAM/CAM support to minimize churn and write-down for advanced customer escalations from Call Center and to elevate to Inside Sales for upsell opportunities.

Responsibilities

• Assigned to customers in the sub $1,000 to insure customer satisfaction and preserve revenue.
• Field calls from customers, AE's call center and Inside Sales when a cancellation of service is requested and provide offers to insure the maximum revenue retention and upsell opportunities.
• Write small MACD orders.

Additional duties are listed but not limited to:

• Account Hierarchy Creation - Siebel
• CAM Training
• Change of Customer/Business ownership records
• Billing Credit Research
• CSR Requests
• Customer Research for teams w/out SFDC access
• Requests for Disconnect (customer request via AE)
• Review of Disconnects (existing customers)- NNE
• Due Diligence - Existing Customers- Insurance certs, SOC, W-9
• ETF Research
• Customer requests for service tech specs
• "Zero dollar NOC Changes"
• Contract retrieval - Existing Customers
• Contract Renewals
• RFP Creation
• "Simple" orders as generated by Call Center
• Cloud-Wifi Renewals
• Special/Large Projects
• Moves/Adds/Changes -Sales? Existing Services
• In-building Fiber Demarcation move requests
• Order Status Inquiries

Qualifications

Minimum Qualifications: Minimum 3 years Telecom experience. Customer service skills, knowledge of MS suite of products, Salesforce knowledge a plus. Ability to work cross functionally across departments, customer first mindset, flexible and adaptable. Positive attitude.

Physical Requirements:

Physical demands are minimal and generally consistent with the performance of routine office duties. Majority of the day is spent sitting at a desk, working with computers, printers, files, and standard office equipment. Movement is required in the use of office equipment, supply locations, files, and other work locations and meeting rooms. Lifting, generally less than 20 pounds occasionally required for transporting boxes, materials and office supplies. Must be able to communicate effectively to perform job tasks.

Benefits Offered

We are proud to offer a comprehensive and competitive benefits package:

• 401(k) matching
• Medical, Rx, Dental and Vision insurance
• Disability insurance
• Flexible spending account
• Health savings account
• Life insurance
• Tuition reimbursement
• Paid vacation and personal days
• Paid holidays
• Employee Assistance Program
• Annual bonus program to eligible employee's based upon organization performance

Salary

Pay range (commensurate with skills and experience): $38,177 - $57,868

Equal Opportunity Employer

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity or expression, sexual orientation, national origin, marital status, familial status, genetics, disability, age, veteran status or any other characteristic protected by law.