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Order Entry Specialist

Company: RCN
Location: Bethlehem
Posted on: August 17, 2019

Job Description:

DescriptionPosition Summary

The Order Entry Specialist is responsible for both Market Support and Front Counter activities.

Principal Duties & Responsibilities

Market Support:


  • Answer incoming phone calls from Sales Agents and provide the requested level of support.

  • Review daily reports and identify and resolve issues that will negatively impact Technicians/Contractors and/or Customer Billing.

  • Research and Resolve Customer Escalations from the Better Business Bureau, GM's office, PUC, FCC Customers, Centralized Service Delivery and local Communities.

  • Support the Retention/Customer Care teams.
  • Credits/Adjustments approved by the business manager.
  • BOLT cases - Market Support, Courtesy and Warehouse cases.
  • Inbound calls from Bulk Customers.
  • High Priority projects as assigned by market management.

    Front Counter:


    • Accept customer payments, enter into ICOMS, and provide customers with receipts.

    • Maintain cash drawer and compile deposits.
    • Balance cash receipts daily; reconcile payments.
    • Accept returned and/or swap customer equipment.
    • Research and resolve customer billing issues/missing payments.
    • Reschedule work orders for customers.
    • Schedule SROs/trouble calls for customers (varies by market).
    • Make upgrades/downgrades to existing customers' accounts (varies by market).
    • Provide customer education where necessary.
    • Upsell customers on products and services where appropriate

      RequirementsQualifications

      Education: High School Diploma or Equivalent

      Skills & Abilities:


      • Demonstrate strong Customer Service skills
      • Remain up-to-date on current offerings/promotions
      • Remain calm and courtesy when working with both internal/external customers
      • Solid understanding of all RCN products and services
      • Strong Computer Skills (ICOMS, Microsoft Office applications)
      • Ability to adapt to changing priorities
      • Ability to work effectively in a fast paced and dynamic environment
      • Ability to multi-task
      • Close attention to detail
      • Strong verbal skills
      • Strong troubleshooting skills
      • Strong problem solving skills
      • Flexibility in work schedule

        We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.

Keywords: RCN, Bethlehem , Order Entry Specialist, Other , Bethlehem, Pennsylvania

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