Posting Job Description
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The PAC Coordinator I is responsible for resolving residential and simple commercial order exceptions. Responsibilities include analysis and resolution which require customer contact to resolve the failure, provisioning updates, Local Number Portability (LNP) exception handling, updates to E911 records and internal escalations from Repair and Customer Service teams. The PAC Coordinator I must provide exceptional customer service with strong attention to details.
MAJOR DUTIES AND RESPONSIBILITIES
Actively and consistently support all efforts to simplify and enhance the customer experience.
Monitor and resolve exception tasks from the billing and provisioning systems for all residential and commercial order activity, including new connects, reconnects, service changes and disconnects.
Process inbound and outbound customer calls related to order exceptions, such as TPV failures and LNP errors, which prevent orders from flowing properly. Research, resolve and reschedule orders as needed.
Contact the customer or authorized contact to resolve the failure in accordance with company and regulatory requirements. Perform all customer contacts within established service and performance guidelines.
Responsible for handling exceptions related to LNP orders. Port in exceptions require obtaining, tracking, and submitting service orders to the donating ILEC/CLEC via an LSR (Local Service Request) and to NPAC (Number Portability Administration Centers) via a SOA (Service Order Administration) LNP Subscription request.
Submit all relevant information needed to port in and activate a customer's current telephone number and service, including all of the relevant customer account and directory information. Port out exceptions require obtaining, tracking, and responding to service orders received from the ILEC/CLEC via an LSR. Update SOA subscription requests with all relevant information needed to port out and disconnect a customer's current telephone number and service within FCC regulated time frames.
Resolve provisioning exceptions by researching issue and updating network elements for telephone and internet work orders via various switch and provisioning related tools.
Resolve E911 database exceptions and errors. Verify customer address is MSAG compliant by using customer billing system MSAG tables, Intrado database, mapping tools or customer contact.
Update the records for any address data element requiring changes to resolve exception. Manage address exceptions and changes, new connects, supplements, suspensions, and disconnects to ensure E911 records are updated accordingly.
Process escalations from various internal teams to resolve customer service issues stemming from porting, provisioning or 911 related items.
Identify and escalate exceptions that are not easily resolved with the goal of avoiding customer order delays.
Proactively identify opportunities for processing and/or procedural improvements.
Perform other duties as requested by supervisor.
Skills/Abilities and Knowledge
Ability to read, write, speak and understand English
Ability to prioritize and organize effectively
Ability to use personal computer & software applications
Ability to work independently in group environment
Ability to effectively address/resolve customer complaints and issues
Ability to work while seated for prolonged periods of time, taking back-to-back calls
Ability to communicate orally and in writing in a clear and straightforward and professional manner.
Good/Excellent knowledge of all three lines of business (Cable, HIS, Telephone)
Knowledge of general accounting & billing procedures
Knowledge of office procedures and Company policies
Knowledge of service troubleshooting
Knowledge of residential product information, packaging, pricing and current offers
High School Diploma or equivalent
Related Work Experience Number of Years
Customer service experience 2+
Skills/Abilities and Knowledge
Ability to maintain confidentiality
Ability to solve problems while working under pressure
Knowledge of the cable industry - products and services
Call center, office environment
Flexible work schedule may be required which includes nights and weekends
Time Warner Cable