ANALYST - OM BO

Duties and Responsibilities: 

• Answers customer/client requests or inquiries concerning services, products and concerns that may arise.

• Utilizes operational system to process service requests promptly.

• May be tasked to work in one or multiple queues/skill sets over various customer contact channels.

• Updates all client information in corporate database and maintains the accuracy and integrity of the data.

• Ensures that billing methods, pricing and tax codes are properly entered and assigned.

• Ensures that service protocols and service specifications are sent with service tickets.

• Notifies partners, account managers, and sales teams of account changes and client concerns.

• Compiles and sends Service Program materials.

• Communicates new site information to branches.

• Process and communicate any and all customer account changes to include but not limited to cancellations, frequency changes, downgrades, service skips, etc

• Escalates repeated concerns or unsatisfactory service concerns according to written process

• May assist in mentoring new colleagues

• Work schedule may be 40+ hours per week

• Schedule may be during off hours or partially during weekends