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Job Details

Client Services Specialist: Optimum by Altice USA

Job ID: 2019-23562
Location:
Bethpage, NY 11714

Altice USA (NYSE: ATUS) is one of the largest broadband communications and video services providers in the United States, delivering broadband, pay television, telephony services, proprietary content and advertising services to approximately 4.9 million Residential and Business customers across 21 states through its Optimum and Suddenlink brands.

From high-speed broadband and ultra-HD video, to digital advertising solutions, local news and voice offerings, we are making connections possible around the country -- to businesses, to consumers, to communities, to schools, to hospitals, and everyone in between.

Responsible for providing wireless service provisioning and support for Residential and Business mobile telephone customers, supporting post-sales activities including configuration requirements for mobile voice services and tasks ranging from port in and port out order validation and exception management, billing system access and entry, customer contact and scheduling, order monitoring/escalation, order corrections/exceptions and complete phone activation. Providing analytical support to Altice Mobile inventory of policies and processes that affect customer accounts and back-office operations.  This includes researching processes, resolving discrepancies and considering the downstream impact that each process has on other functions.  Additionally, this individual will develop proposed efficiency improvements and process automation recommendations.  The incumbent must have quantitative analytical skills, creative problem-solving abilities and good written and oral communication skills. 

RESPONSIBILITIES

  • The Client Services Specialist must be able to navigate the various billing systems, provisioning systems, porting systems, and network elements comprising the residential and business mobile services order flows.
  • Actively and consistently support all efforts to simplify and enhance the Mobile customer experience.
  • Responsibilities include analysis and resolution that require customer contact to resolve the failure, provisioning updates, Local Number Portability (LNP) exception handling, port out carrier access and support, and assisting internal teams with customer impacting escalations in-regards to Altice Mobile.
  • Must have a high level of proficiency and detailed knowledge of mobile telephony operations, and networks as well as experience building, implementing and troubleshooting call features, LNP, WNP, and in-depth knowledge of Local Exchange Routing Guide.
  • Effectively communicate with customers and partner departments in a courteous and professional manner.
  • Work flexible hours and support night or weekend work as needed.
  • Build relationships and work as well with others to resolve problems and handle outside telephony requests.
  • Proficient in the use of applications to activate ported telephone numbers in SOA and methods necessary to address conflicts, cancelled subscriptions and concurrence issues from donor LECs.
  • Conduct formal process reviews and develop evaluation write-ups based on review findings.
  • Gather and interpret data to provide insight into potential control or efficiency issues.
  • Develop improvement recommendations based on assessment of processes.
  • Maintain inventory of controls / workflows documentation.
  • Strong facilitation, communication and interpersonal skills.
  • Ability to manage multiple parallel projects.
  • Ability to develop alternate solutions for resolving a problem.
  • Highly organized and results oriented individual
  • Experience in an analytical / problem-solving role.
  • Proven experience with process design and measurement tracking systems.
  • Strong working knowledge of CableData.
  • Proficiency with Excel, PowerPoint, Word MS-Access.
  • Proven experience and authorship of formal documentation.
  • Four-year college degree strongly preferred.  Advanced degree a plus.

Altice USA is an Equal Opportunity Employer committed to recruiting, hiring and promoting qualified people of all backgrounds regardless of gender, race, color, creed, national origin, religion, age, marital status, pregnancy, physical or mental disability, sexual orientation, gender identity, military or veteran status, or any other basis protected by federal, state, or local law.

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