Business Customer Senior Rep - Carrier

NorthwesTel - Whitehorse, YT (30+ days ago)

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GENERAL ACCOUNTABILITIES

Reporting to the Manager, Carrier Services the BCSR position is responsible for providing customer sales & service support to wholesale customers & 3 party resellers. Working with the Carrier Services Sales Team, the BCSR will develop & submit quotes as requested for Northwestel products, provision & co-ordinate service installation orders & provide after sales support for billing & account reconciliation, all in accordance with Company tariffs & wholesale pricing policies. The incumbent will interface with interconnecting telecommunications representatives, 3 party resellers & other wholesale customers including internet service providers. Included in this roll will be the responsibility to provision service requests for products purchased, by the Carrier Services Relations Manager, from other telecommunications companies.

SPECIFIC ACCOUNTABILITIES

Presales & Quotations: Creating presales quotes based on requests received from wholesale customers, CSG sales team or the CSE group. Following company tariffs, wholesale price lists and in conjunction with the CSE group, prepare the ISR/RFQ documents required to develop quotes for Northwestel products & services. This includes verifying the availability of cable plant & network facilities and/or special build requirements. When quote is completed the BCSR will then create & distribute MOT documentation. Upon receipt of MOT approvals, issue presales response to the wholesale customer within the mutually agreed timelines.

Service Order Coordination: Upon receipt of firm order BCSR will issue service request, co-ordinate dates for interconnection handoff to southern Carrier, apply correct wholesale pricing, distribute order internally if required and will work with the CSE & engineering groups gathering all necessary information for order. With proper provisioning plans assigned, BCSR follows through on order, ensuring task completions are met & the required equipment is ready in the designated warehouse for technician to install.

BCSR will work with the OSC group, field & IP technicians ensuring order turns to in-service status for requested services & equipment on due date.

BSCR is required to be diligent on tracking & follow up on service orders when critical dates are missed and takes steps to expedite the provisioning, advising wholesale customers of delays/problems, initializing internal escalations when required and rescheduling target dates.

Billing & Collections: Upon completion of the customer service installation close the order ensuring billing date and products are priced correctly. This involves using various accounting / billing platforms. Work with customers to resolve billing disputes, investigations and collections issues as required. Working with the CSG sales team ensure that all customer accounts are kept current and action accounts over 60 days as per the Northwestel collections process.

Change Management (ITIL): Work with the Change Management Team (CMT) to ensure that wholesale customers are informed of all applicable Request For Change (RFC) activities. Upon receipt of RFC notification from the CMT immediately action by reviewing and revising the customer notifications lists to identify and protect the confidentiality of wholesale accounts. Forward RFC notifications to the affected Wholesale customers designated change management contact(s). Forward to the CMT team any responses from the customer including acceptance, change requests and rejections for action by the CMT.

Local Number Portability and Local Network Interconnection Processing: Follow the established industry guidelines, Service Level Agreements and processes in order to ensure timely, accurate processing of orders associated with Local Competition.

Increase Knowledge and Process Improvement: In order to effectively provide wholesale customer support regularly review Northwestel tariffs and forborne Wholesale services. Provide support to the CSG team and Regulatory staff including responses to requests for account information, order updates, customer information and other general inquiries. Actively participate in the continual improvement of the CSG processes by providing feedback on products, systems and processes. Participating in CSG team meetings and planning activities.

In all activities actively working to ensure the confidentiality of all CSG customer information and plans is maintained.

QUALIFICATIONS

Three to five years of directly related telecommunications industry experience with a preference for direct Northwestel involvement and associated service order provisioning & billing systems including using SAP and Suite Solutions.
General knowledge of and exposure to tariffs, product descriptions and legal documents is highly desirable.
Basic knowledge of fundamental accounting principles and functions for billing and invoicing purposes
Knowledge of the telecommunications industry, network technologies and next generation data services is highly desirable.
Intermediate level understanding of word processing and spreadsheet software.
High level of interpersonal, organizational and technical skills as well as the ability to handle stressful situations in a tactful manner.
Ability to learn new technologies and products and adapt to change.
High level of discretion is required and maintained at all times when communicating with wholesale & internal customers.
Successful candidates will be required to pass a written test incorporating business customer service skills, knowledge of tariffs and network technology, math, keyboarding, and computer applications.

As a safety conscious CORâ„¢ Certified organization, we have an established and comprehensive safety program. We expect all employees to participate in our organizational health and safety programs, adhering to all safe work procedures focused on continuous improvement.

Northwestel values diversity in the workplace and is committed to the goals of Employment Equity. We strive to achieve a skilled workforce that is representative of the population we serve, and as a Northern company, we are committed to the employment and career development of our Indigenous peoples. Candidates must clearly indicate on their application if they are an Indigenous person, a woman, a person with a disability, or a visible minority if they wish to receive hiring preference.