Business Operations Support Representative
3.
5 New Braunfels, TX New Braunfels, TX Full-time Full-time $19.
90 - $29.
85 an hour $19.
90 - $29.
85 an hour 10 days ago 10 days ago 10 days ago
Summary:
Primary responsibility is to support the interior and exterior customers with sales, account management, number portability processing & service orders, manage directory listings & services, payment counter & processing responsibilities, billing tasks, quality & revenue assurance, Capital Credit Management and other general office support duties as assigned.
Essential Duties and Responsibilities include the following.
Other duties may be assigned:
Work all Port orders:
Process all customer ports to and from GVTC, working with other carriers to complete by customer requested due date.
Work with other vendors' processes, handle jeopardy orders with priority and ensure that all port inboxes are being worked in a timely manner.
Comply & keep current with FCC rules & regulations, as well as vendor portals Complete monthly reporting on porting and submit to Executive team.
Directory Listings:
Maintain daily list of changes.
Send file to 3rd party vendors.
Complete CNA requests from vendors & process service orders Responsible for Monthly Directory Advertising reporting Responsible for yearly GVTC Directory project tasks & updates Responsible for the development & delivery of phone books and works with vendors for schedules, area and issues.
Run & identify daily directory reports & record errors Tech Sales Support:
Type all sales orders from the I&R tech group as well as contractor sales Take incoming calls from outside techs to assist with customer and product information to assist them sales opportunities.
Service Order Support Answer & address all calls to Business Operations Support line, following expectation of Phone Pro Training Responsible for addressing all daily emails to all team email distro groups Responsible for Texas Lifeline processing.
Complete service order processing for changes & equipment Manage Service Order status & flow Complete GVTC Cable Account Charges LIDA processing & reporting Create & manage Integrated user orders & online ordering Online Orders Responsible for all processing of online orders in a timely manner Ensure accuracy of online orders Contact customer, if necessary Visitor Center Responsible for cash drawer and payment transactions for walk-in customers.
Meet WOW program factor requirements in providing superior service.
Assist walk in guests and direct them to available team/representative Process all payments Ensure cash drawer balancing & documents Equipment Sales Complete deposit records with Dunbar Internet Tracking form counts & reporting Order cash drawer funds for each group and return deposit Capital Credit Processing Administer daily calls inquiring on capital credits Assist customers in complying with CC rules & regulations Complete required documents & mailings Compile & submit list for reissues Responsible for GVTC Capital Credit project tasks & reporting Work with Accounting Staff to determine CC eligibility Support Security Sales and Techs Review Security contracts to ensure all proper information is provided & filed Set up all new accounts in Stages & ICommv for security monitoring.
Type all service order or invoices for Security equipment sales Take incoming calls from techs or other employees with security questions Bill for trip charges or other items from trouble tickets Process disconnects in Stages to remove the security monitoring.
Complete periodically security audit.
Subpoenas:
Take and process all subpoenas sent in to GVTC with regards to confidentiality Work with third party vendor & agencies to complete requests.
Billing Run the monthly bill close process for all cycles and check for billing accuracy.
Upload ebills for online bill presentment.
Update billing maintenance tables as needed.
Create billing charge codes as requested.
Create bundle promotions in the billing system as requested by the Product Management team.
Quality Assurance 1.
Review & audit service orders for quality assurance Review and audit service orders for correct charges, promotions, and services Monitor orders to ensure all are worked and in billing to meet the deadlines for end of month bill run and maximize our monthly revenue.
Audit account service orders with Q codes when issues found Service order validation creation 2.
Toll Assurance Calculate and adjust all current and carryover toll credits Research and post Raw and Un-located toll Investigate toll issues with the Network Operations department 3.
Revenue Assurance Responsible for performing detailed customer audits that identify revenue recovery and cost savings opportunities.
Research services, analyze the business process, determine root cause and work with functional and business teams to resolve leakage issues.
Reporting of operational data, creating and monitoring business metrics, trend and root cause analysis, error resolution, managing dashboards, and communicating results to stakeholders 4.
Customer Contact as Needed:
Review & research incoming escalated customer calls with questions about bill statements Work to understand and explain complex billing issues.
Document Management Manage GVTC contracts/documents & storage program Accurately files contracts & maintains log for accounting auditors Manage contracts to identify term dates & notifies proper management team Account Audits Manage bill cycle audits.
Email accounts with issues out to SSCs for corrections.
Maintain monthly reports Daily & GVTC PPV audits VTC and other system audits Business Sales Team Support Receive & Complete all GVTC Business Account service order requests, working with Sales Reps Maintain records & report order information of enterprise order processing Manage & work with third party vendor (ANPI) portal for White Label Services Ensure quality & accuracy of business accounts Support Services Manage usage of Auditorium.
Meet with community groups to set up and manage usage of auditorium.
Create Monthly report for executive team on auditorium usage.
Monthly Membership counts and balancing Member re-activation and termination processes Order cash drawer funds for each group and return deposit Scan & file company records and contracts into Central File Scan & process all customer records Process Third Party Verification reports Complete required Payphone Reporting Select Lucky Number process Complete GVTC Foundation Donation requests Responsible for sorting all incoming mail and ensure all outgoing goes out.
LIDB File Upload Sound expense control and expense management Review duplicate PPV report and make any necessary corrections Other general duties as assigned
Qualifications:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.
The requirements listed below are representative of the knowledge, skill, and/or ability required.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Great attention to detail and focus on accuracy Ability to work within firm deadlines Handle customer payments and cash drawer Dependable and able to follow through on tasks without continual supervision Ability to multi-task Ability to work within a team or independently Customer oriented Ability to handle responsibility, take initiative, and use solid judgment skills Education/
Experience:
High School Diploma or General Education Degree (GED) required; some college preferred.
Minimum of one year customer service, telecommunications, service orders, office administration, teller; or equivalent combination of education and experience required.
Experience with Service Orders Porting and General Office Support in Telecommunications preferred.
Language Ability:
Ability to read, write and comprehend instructions and short correspondence with excellent written and verbal skills Reasoning Ability:
Ability to pay attention to detail and make determinations based on company processes and policies.
Technical Skills:
Basic PC and keyboarding skills required.
Ability to handle PBX or multiple line phone systems.
Basic understanding of telephony technologies and business etiquette.
Proficient in Microsoft Office (Excel and Word) and Outlook (Email, Calendar, and Meeting Organizers) Professional Appearance:
Employees will professionally represent GVTC by adhering to GVTC's Attire and Grooming Policy.
Supervisory
Responsibilities:
None Working Conditions:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The noise level in the work environment is moderate.
This job requires working in a business office with computers, printers, and light traffic.
Physical Demands:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, you must be able to sit and complete work using a PC for extended periods of time and communicate with callers through the use of a headset.
You must be able to lift up to 10 pounds, have close vision, color vision, depth perception, and ability to adjust your focus with good hand-eye coordination.
Job Type:
Full-time Pay:
$19.
90 - $29.
85 per hour
Benefits:
401(k) 401(k) matching Dental insurance Flexible spending account Health insurance Life insurance Paid time off Referral program Tuition reimbursement Vision insurance Schedule:
8 hour shift Monday to Friday Work Location:
Hybrid remote in New Braunfels, TX 78132.
Estimated Salary: $20 to $28 per hour based on qualifications.
5 New Braunfels, TX New Braunfels, TX Full-time Full-time $19.
90 - $29.
85 an hour $19.
90 - $29.
85 an hour 10 days ago 10 days ago 10 days ago
Summary:
Primary responsibility is to support the interior and exterior customers with sales, account management, number portability processing & service orders, manage directory listings & services, payment counter & processing responsibilities, billing tasks, quality & revenue assurance, Capital Credit Management and other general office support duties as assigned.
Essential Duties and Responsibilities include the following.
Other duties may be assigned:
Work all Port orders:
Process all customer ports to and from GVTC, working with other carriers to complete by customer requested due date.
Work with other vendors' processes, handle jeopardy orders with priority and ensure that all port inboxes are being worked in a timely manner.
Comply & keep current with FCC rules & regulations, as well as vendor portals Complete monthly reporting on porting and submit to Executive team.
Directory Listings:
Maintain daily list of changes.
Send file to 3rd party vendors.
Complete CNA requests from vendors & process service orders Responsible for Monthly Directory Advertising reporting Responsible for yearly GVTC Directory project tasks & updates Responsible for the development & delivery of phone books and works with vendors for schedules, area and issues.
Run & identify daily directory reports & record errors Tech Sales Support:
Type all sales orders from the I&R tech group as well as contractor sales Take incoming calls from outside techs to assist with customer and product information to assist them sales opportunities.
Service Order Support Answer & address all calls to Business Operations Support line, following expectation of Phone Pro Training Responsible for addressing all daily emails to all team email distro groups Responsible for Texas Lifeline processing.
Complete service order processing for changes & equipment Manage Service Order status & flow Complete GVTC Cable Account Charges LIDA processing & reporting Create & manage Integrated user orders & online ordering Online Orders Responsible for all processing of online orders in a timely manner Ensure accuracy of online orders Contact customer, if necessary Visitor Center Responsible for cash drawer and payment transactions for walk-in customers.
Meet WOW program factor requirements in providing superior service.
Assist walk in guests and direct them to available team/representative Process all payments Ensure cash drawer balancing & documents Equipment Sales Complete deposit records with Dunbar Internet Tracking form counts & reporting Order cash drawer funds for each group and return deposit Capital Credit Processing Administer daily calls inquiring on capital credits Assist customers in complying with CC rules & regulations Complete required documents & mailings Compile & submit list for reissues Responsible for GVTC Capital Credit project tasks & reporting Work with Accounting Staff to determine CC eligibility Support Security Sales and Techs Review Security contracts to ensure all proper information is provided & filed Set up all new accounts in Stages & ICommv for security monitoring.
Type all service order or invoices for Security equipment sales Take incoming calls from techs or other employees with security questions Bill for trip charges or other items from trouble tickets Process disconnects in Stages to remove the security monitoring.
Complete periodically security audit.
Subpoenas:
Take and process all subpoenas sent in to GVTC with regards to confidentiality Work with third party vendor & agencies to complete requests.
Billing Run the monthly bill close process for all cycles and check for billing accuracy.
Upload ebills for online bill presentment.
Update billing maintenance tables as needed.
Create billing charge codes as requested.
Create bundle promotions in the billing system as requested by the Product Management team.
Quality Assurance 1.
Review & audit service orders for quality assurance Review and audit service orders for correct charges, promotions, and services Monitor orders to ensure all are worked and in billing to meet the deadlines for end of month bill run and maximize our monthly revenue.
Audit account service orders with Q codes when issues found Service order validation creation 2.
Toll Assurance Calculate and adjust all current and carryover toll credits Research and post Raw and Un-located toll Investigate toll issues with the Network Operations department 3.
Revenue Assurance Responsible for performing detailed customer audits that identify revenue recovery and cost savings opportunities.
Research services, analyze the business process, determine root cause and work with functional and business teams to resolve leakage issues.
Reporting of operational data, creating and monitoring business metrics, trend and root cause analysis, error resolution, managing dashboards, and communicating results to stakeholders 4.
Customer Contact as Needed:
Review & research incoming escalated customer calls with questions about bill statements Work to understand and explain complex billing issues.
Document Management Manage GVTC contracts/documents & storage program Accurately files contracts & maintains log for accounting auditors Manage contracts to identify term dates & notifies proper management team Account Audits Manage bill cycle audits.
Email accounts with issues out to SSCs for corrections.
Maintain monthly reports Daily & GVTC PPV audits VTC and other system audits Business Sales Team Support Receive & Complete all GVTC Business Account service order requests, working with Sales Reps Maintain records & report order information of enterprise order processing Manage & work with third party vendor (ANPI) portal for White Label Services Ensure quality & accuracy of business accounts Support Services Manage usage of Auditorium.
Meet with community groups to set up and manage usage of auditorium.
Create Monthly report for executive team on auditorium usage.
Monthly Membership counts and balancing Member re-activation and termination processes Order cash drawer funds for each group and return deposit Scan & file company records and contracts into Central File Scan & process all customer records Process Third Party Verification reports Complete required Payphone Reporting Select Lucky Number process Complete GVTC Foundation Donation requests Responsible for sorting all incoming mail and ensure all outgoing goes out.
LIDB File Upload Sound expense control and expense management Review duplicate PPV report and make any necessary corrections Other general duties as assigned
Qualifications:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.
The requirements listed below are representative of the knowledge, skill, and/or ability required.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Great attention to detail and focus on accuracy Ability to work within firm deadlines Handle customer payments and cash drawer Dependable and able to follow through on tasks without continual supervision Ability to multi-task Ability to work within a team or independently Customer oriented Ability to handle responsibility, take initiative, and use solid judgment skills Education/
Experience:
High School Diploma or General Education Degree (GED) required; some college preferred.
Minimum of one year customer service, telecommunications, service orders, office administration, teller; or equivalent combination of education and experience required.
Experience with Service Orders Porting and General Office Support in Telecommunications preferred.
Language Ability:
Ability to read, write and comprehend instructions and short correspondence with excellent written and verbal skills Reasoning Ability:
Ability to pay attention to detail and make determinations based on company processes and policies.
Technical Skills:
Basic PC and keyboarding skills required.
Ability to handle PBX or multiple line phone systems.
Basic understanding of telephony technologies and business etiquette.
Proficient in Microsoft Office (Excel and Word) and Outlook (Email, Calendar, and Meeting Organizers) Professional Appearance:
Employees will professionally represent GVTC by adhering to GVTC's Attire and Grooming Policy.
Supervisory
Responsibilities:
None Working Conditions:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The noise level in the work environment is moderate.
This job requires working in a business office with computers, printers, and light traffic.
Physical Demands:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, you must be able to sit and complete work using a PC for extended periods of time and communicate with callers through the use of a headset.
You must be able to lift up to 10 pounds, have close vision, color vision, depth perception, and ability to adjust your focus with good hand-eye coordination.
Job Type:
Full-time Pay:
$19.
90 - $29.
85 per hour
Benefits:
401(k) 401(k) matching Dental insurance Flexible spending account Health insurance Life insurance Paid time off Referral program Tuition reimbursement Vision insurance Schedule:
8 hour shift Monday to Friday Work Location:
Hybrid remote in New Braunfels, TX 78132.
Estimated Salary: $20 to $28 per hour based on qualifications.
|
|
 | |
