Telephone Order Management Specialist (E911)

Watch the Value of Everyone Length: 2:42 min Telephone Order Management Specialist (E911)OCCUPATION:Technical Customer Service POSITION OVERVIEW:  JOB SUMMARYResponsible for obtaining, tracking, resolving and submitting corrections to the E911 database vendor any orders that fall out of the automated process.  Information includes MSAG valid address and other customer information per the error/reject reason code.  Ensure the company records are in sync with the E911 data base.  This includes ensuring all records in the company house files are MSAG (i.e. E911 valid). ESSENTIAL FUNCTIONS OF THE POSITIONContribute to the Company vision of being the industry leader in customer service through quality, commitment, courtesy and teamworkMonitor E911 data base fall out queue for errors to be resolved for all telephone markets; Request and obtain Customer Service Record (CSR) from ILEC as necessary; Verify customer address is MSAG compliant.Update the company records for any data elements needing to be changed and resubmit the account via online processing from the telephone billing system.  Track errors to detect and resolve systemic and/or process problems to reduce error fallout for all telephone markets.Manage requests for changes, supplements, suspensions, and disconnects of products and services and ensure E911 records are updated accordingly.Support new market launches in global MSAG scrub process for the new market.  May require manual research and correction of data elements.Manage ongoing MSAG audit process with all the ILEC trading partners.  MSAG audits should be performed at a minimum of once per year.   Understand and ensure compliance to regulatory requirements in all customer contact and E911 record updates and MSAG updates in all telephone markets.Perform other duties as requested by supervisorREQUIRED QUALIFICATIONSA.  Skills/Abilities and KnowledgeAbility to maintain confidentialityAbility to communicate orally and in writing in a clear and straightforward mannerAbility to handle multiple projects and tasksAbility to use personal computer and software applications (i.e. word processing, spreadsheet, etc.)Knowledge of telephone billing systemsKnowledge of telephone products and servicesKnowledge of telephone regulations for customer service, E911, MSAG updatesKnowledge of E911 trouble shooting procedures Vision ability: close vision, peripheral vision, and ability to adjust focus B.  Education (level and type)High school diploma or equivalentC.  Related Work Experience                                                  Number of YearsTelecommunications experience or equivalent                                         5Telecommunications customer service experience preferred                     2 E911 documentation and processing experience or equivalent                   3 WORKING CONDITIONSOffice environment Send This Link To A Friend