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