Customer Care Representative - Onsite

Title: Customer Care Representative - Onsite

Mandatory skills:

Customer Care,
orders, order package, order management,
sales strategy, sales administrative, sales support,
account management, account revenue reports, collection,
Billing, Provisioning, Ordering, marketing, Spotfire, Total Incremental Billed Revenue, TIBR,
LOA expiration management, contract renewal, contract verification, contract notification, customer notification,
network impacts, network projects, business orders, changes, tickets, contract update review, customer records,
customer service, order management, account management, data entry, problem resolution, communication, reporting, administrative duties, relationship management

Description:

A Customer Care Representative, you will help customers resolve any concerns or questions they may have while creating order package and monitoring orders to meet Customer desired due date/committed date and plays a partner role in providing account data that aids a sales strategy. They complete this by using customer records provided by account team Billing, Provisioning, & Ordering representative (BPO), marketing, Spotfire, and other sources.

Responsibilities:
Contributing to strategy of sales partner
Structure to provide single view customer insight
Handling non-sales administrative duties of account management that include LOA expiration management, contract renewal verification and notification, customer notification of network impacts/projects, and managing order volumes to meet account team demands
Accountable for customer experience in providing data, escalating, and removing obstacles to allow commitments to be met
Managing account revenue reports to allow retention of Total Incremental Billed Revenue (TIBR) of assigned accounts that allow
Managing NPS responses and manages action plan for internal improvements identified in discovery
Prepares, facilitates team actioning and
Contribute to and present customer experience related activity on quarterly business orders, changes, tickets, contract update reviews for assigned accounts sharing activity and results?
Managing relationship to meet any non-standard terms and conditions agreements
Contributes to the collection and recording of churn mitigation actions in module
Documents all items of connect call into connect case weekly

Top 3-5 must have skills, years of experience:
Need someone to commit to the year upbeat personality, greet customers, ready to work!
No sales quotas, or processing involved
Will need to be able to use DPI to lookup balances, if requested by the customer

Technical skills and years of experience:
Would need to have worked in cash environment, use of a calculator, comfortable in Excel

Soft skills :
Excellent customer care, ability to communicate well with others, friendly

VIVA USA is an equal opportunity employer and is committed to maintaining a professional working environment that is free from discrimination and unlawful harassment. The Management, contractors, and staff of VIVA USA shall respect others without regard to race, sex, religion, age, color, creed, national or ethnic origin, physical, mental or sensory disability, marital status, sexual orientation, or status as a Vietnam-era, recently separated veteran, Active war time or campaign badge veteran, Armed forces service medal veteran, or disabled veteran. Please contact us at for any complaints, comments and suggestions.

Contact Details :

VIVA USA INC.
3601 Algonquin Road, Suite 425
Rolling Meadows, IL 60008