Dobson Careers
Account Activation Representative
- Job Title
- Account Activation Representative
- Job ID
- 27743850
- Location
- OKC, OK, 73134
- Other Location
- Description
-
The role of the Activation Representative is to facilitate the activation of new subscribers, including educating them about their services, plans, new devices, and other relevant information.
ESSENTIAL FUNCTIONS:- Professionally handle incoming requests from customers, contractors and internal teams both promptly and thoroughly.
- Create and maintain customer orders and billing accounts while maintaining a high level of attention to detail.
- Work the customer order from point of initial order, review of information, scheduling, installation, and billing.
- Thoroughly and efficiently gather customer information, access and fulfill customer needs, educate the customer where applicable to prevent the need for future contacts, and document interactions through contact tracking.
- Contact internal and external teams to assist customers. Follow up for resolution and communicate clearly as needed.
- Make outgoing calls, texts, emails to customers as needed for a variety of purposes including but not limited to scheduling, troubleshooting, verifying contact information, and clarifying orders.
- Provide quality service and support in a variety of areas including but not limited to billing, activations, and system troubleshooting.
- Identifies and assesses customer needs to achieve satisfaction.
- Provide accurate, valid, and complete information using the right methods/tools.
- Resolve customer activation issues via phone, email, or mail, working with internal and external teams and following up to ensure resolution.
- Assist with placement of orders as needed.
- Work with Activations supervisor to ensure proper customer service is being delivered.
- Write concise notes on actions taken during customer and team interactions.
- Attempt to persuade customers to reconsider cancellation of orders.
- Utilize computer technology to handle calls, online orders, research addresses, and billing.
- Create and sustain a positive team environment displaying high levels of motivation and excellent teamwork.
- Performs other job-related duties as assigned.
RESPONSIBILITIES INCLUDE, BUT ARE NOT LIMITED TO:- Adhere to company practices and regulations.
- Maintain work area in a neat and orderly fashion.
- Establish and adhere to a record of good attendance and punctuality.
- Maintain confidentiality of all customer and company information.
- Complete any special projects as assigned.
QUALIFICATIONS INCLUDE:- Must be able to learn all aspects of the job by on-the-job training, attending seminars/ vocational schools or classes, reading instruction manual, etc., for the position.
- Must have a good comprehension of telephone etiquette and office protocol.
- Ability to define the problem(s), determine the seriousness of the situation (s), collect data, and establish facts.
- High level of attention to detail.
- Ability to communicate clearly and concisely.
- Maintain a positive attitude towards co-workers and customers.
- Maintain honesty and integrity in all dealings.
- Effective time management.
- Troubleshooting abilities.
- Professional and effective oral and written communication skills.
- Ability to add, subtract, multiply, and divide using whole numbers and decimals.
EDUCATIONAL REQUIREMENTS:- Must know about Computer Operations, including web-based portals, typing, 10-Key, phone operation. Telecommunications knowledge preferred with one year of business office work experience, i.e., clerk, administrative assistant, accounting, or computer entry work environment.
WORK ENVIRONMENT:- Maintain forty (40) hours per week performance level, plus additional hours as the job requires, with one (1) hour each day unpaid lunch break.
- The noise level in this environment is often moderate.
PHYSICAL REQUIREMENTS:- No or very limited exposure to physical risk.
- Work is normally performed in a typical interior/office work environment.
- Visual perception in order to perform activities at distances close to the eyes.
- Hearing enough to understand and communicate by telephone and in person.
- Arm-hand dexterity enough to demonstrate and operate keyboards and small office equipment.
- Requires the ability sit or stand for long periods of time.
