Founded in 2001, family owned and operated AireSpring is a leading Provider of Cloud Communications, Managed Connectivity and Managed Security which has earned its stellar reputation by taking service and support to the next level, delivering an award-winning customer experience that far exceeds the industry standards. AireSpring has delivered 20 years of outstanding service to its rapidly rising base of national and global customers, while growing organically and remaining debt free.
As the trusted provider to over 22,000 enterprise locations worldwide, our mission is to help our clients connect and communicate easily. We aim to delight our customers and partners by providing personalized, outstanding service.
The company has built a solid reputation of integrity, reliability and dependability with its channel partners, end-user customers and technology partners.
We have received more than 100 coveted industry awards including "Product of the Year- SD-WAN and UCaaS", "Excellence in Customer Service", "Unified Communications Excellence", "Best in Show," "Best Telecom Deal" and "Top Channel Program".
Job Description
Duties include, but are not limited to, the following :
Process Disconnect Orders within internal system. Review customer’s request for disconnect, create internal orders to process request. Ensure all customer’s related orders are reviewed and if needed, also disconnected. Assign to the appropriate departments to complete the disconnect. Update customer on progress and process of the request. Follow through for completion. Must have a good understanding of DAX and Radix and how related orders are associated. Must be able to communicate well both verbally and in writing. Need to understand the urgency of requests and not create delays in processing.
Process assigned orders/requests for installation, disconnection, or changes for AireSpring services within the established intervals. Review workload status daily and update the order logs per order procedures.
Assigned order/requests may include but are not limited to order types such as AireSpring Network orders, LNP, New DIDs, Virtual Fax, Long Distance, Toll Free numbers, CNAM.
Process order/requests using the appropriate systems to submit and follow up on the order/requests. These systems may include but are limited to the Verizon Portfolio, Bandwidth portal, Inteliquent portal and internal AireSpring systems.
Interact with other departments and customers by telephone, in writing or via system to process order/requests or resolve repairs and problems. Operate a PC or laptop, to include accessing multiple systems to establish, update, and retrieve customer service data while simultaneously working with customers and/or company employees. Resolve issues within the realm of responsibility.
Process email, queue, AireSpring order/requests as required within intervals.
Work special projects as assigned.
Complete department tasks as assigned.
Work closely with customers, vendors and AireSpring teams during order process.
Update customers throughout order process following established processes.
Knowledgeable on AireSpring products.
AireSpring may modify duties and responsibilities as customer demand dictates.
Qualifications
Experience:
Proven business experience in an office environment or call center.
Customer Service Experience and positive attitude
Telecom background, a plus
Experience with diverse projects and multiple demands
Necessary Knowledge, Skills, and Abilities:
Track record of being pro-active
Ability to multitask, attention to detail a must
Demonstrates a high motivation for succeeding; shows effort and drive in the face of obstacles; sets aggressive goals for oneself and works hard in achieving those goals; is internally driven.
Self-starter, ability to work with minimum supervision
Special Requirements:
None
Tools and Equipment Used:
Proficient knowledge with Microsoft Windows, Excel, Word
Ability to navigate multiple systems and interfaces using a PC or laptop.
Additional Information
All your information will be kept confidential according to EEO guidelines.
We combine incredible growth with the stability of a privately held, diversified, and debt free company. We work hard, play hard, celebrate our successes and pursue our goal of delighted customers with relentless passion.
Our experienced leadership team supports a vibrant and entrepreneurial corporate culture, giving you the chance to use your talents to make a real difference. At AireSpring, you’ll work alongside other smart and dedicated people to solve business and technology challenges while delivering excellent service to all of our customers.