Support Operations Coordinator

Provider of satellite entertainment programming to U.S householdsThis position will be located at our Englewood, Colorado office.
 
The Support Operations Coordinator resolves customer issues resulting from work completed by DIRECTV Home Service Providers (HSPs) and corrects work orders due to Entertainment Consultants (ECs) and/or system related errors. Acts as a resource for the customer service phone centers to communicate customer issues to the HSPs. In addition, HSP questions regarding work orders or DIRECTV Policy and Procedures are answered or directed to the appropriate party for resolution. Duties include:
Acts as a resource for the customer service phone centers to communicate customer issues to the HSPs.Validates escalations for accuracy and tracking, and reports them to management.Analyzes various reports to detect errors. Reports may require OMS, and CSG systems knowledge.Corrects data in various system reports to ensure the customer order is correct which includes, but is not limited to: building new accounts, correcting existing information, canceling incorrect work orders, making billing adjustments, scheduling, add/change or delete service and fee codes, customer service contact, and adjustments.Works with systems which include, but are not limited to: billing, work order, and order management.Recognizes the difference between systemic error versus manual error,Inputs exception reports into an access database for tracking and trending purposes and corrects the accounts prior to the HSP completing the work following standard procedures.Handles escalations sent to the Support Operations department.Participates in interdepartmental meetings to ensure open communication with all departments within Home Services. Must possess a high school diploma, Associate's degree preferred and/or have at least three plus years experience in customer service in the Satellite/Cable industry and skill level must be extensive.

Must have basic knowledge of MS Word, Excel, Access, and at least one (1) year experience with CSG work order system, and STMS billing system.

Must know Siebel and all applicable systems.

Must possess well developed oral and written communication skills.

Must be able to perform under quality management measurements and be prompt in the handling of responsibilities and timely in meeting work schedules.

Must be able to work within the hours of operation (seven days/week, Monday through Saturday: 7 am to 8 pm and Sunday 7 am - 6 pm), including overtime as required.

Must meet critical deadlines and be able to make independent decisions based on business needs.

If this sounds like the company culture and career opportunity you're seeking, then apply online today.  DIRECTV, Inc. provides a rich benefits program where compensation matches contributions.  For opportunity, growth, and rewards in the global market, it's DIRECTV, Inc.!
 
Local Candidate Preferred. We are an equal opportunity employer.