The role of the Client Relations Representative is to provide outstanding customer service to existing customer base by troubleshooting basic portal requests in a timely manner, expediting high impact customer service calls and processing Move-Add-Change orders in a timely manner.   Building relationships with customers and clearly communicating updates and information is also a job requirement.

 

·         Handling all incoming emails to the Service Desk, creating tickets and prioritizing accordingly.

·         Answer Customer Support calls, create ticket and prioritize according to severity and business impact.

·         Building long term relationship with customers by meeting or exceeding customer expectations.

·         Providing internal daily ticket reports on all Service Desk and NOC open tickets that are non-compliant to internal SLAs and external customer SLAs.

·         Daily communication to customer with updates on open incidents.

·         Meeting internal SLAs for Service Desk tickets (time to resolution < 48hours)

·         Receiving and processing all customer Move-Add-Change orders within SLA parameters and escalating accordingly. Includes weekly reporting requirements.

·         Running reports on weekly ticket totals for Service Desk

·         Monitoring all incident Queues and ensuring that internal and external SLAs are met.

·         Gathering customer information on ticket history, contracts and billing information.

·         Tracking and reporting on customers that inquire regarding their contract, services and terms. 

·         Maintaining Customer Reference Lists and refreshing on quarterly basis.

·         Leading all customer transitions post install, confirming CPNI information and afterhours notification procedures, entering customer information in management system.

·         Sending out Post-Install Surveys

·         Responsible for sending out mass communications to customers for Maintenance Window Notifications, service outages and miscellaneous notifications.

·         Back up for customer training on Telovations’ applications.