Altice USA

Specialist - Education and Government Accounts

1 week ago
Requisition ID
2017-15820
Area of Interest
Business Operations
Business Unit
Corporate
Position Type
Regular Full-Time
US-NY-Jericho

Overview

Altice USA is one of the largest broadband communications and video services providers in the United States. We are a subsidiary of Altice NV, a convergent global leader in telecom, content, media, entertainment and advertising founded in 2001 by entrepreneur Patrick Drahi. We are driven by a philosophy to always challenge ourselves. We question everything so that we can find the best way forward for our customers. And in a world where continuous innovation is the only way forward, we are redefining the vision we have for our customers, enterprises, advertisers - and our people.

Responsibilities

 

The Education and Government Account Specialist is responsible for the fulfillment of Altice’s contractual and publicly stated franchise, industry and company commitment for internet, cable TV, and VoIP for schools, libraries and municipal buildings. The specialist will oversee and ensure timely action related to all aspects of these accounts including initial customer inquiry, installation, maintenance and ongoing customer support, ensuring customer satisfaction and compliance with all customer service policies and procedures related to the provisioning of products delivered over Altice’s HFC network. Given the high profile and politically sensitive nature of the customer base, the specialist is responsible for ensuring a seamless and positive customer experience.

 

The Education and Government Account Specialist serves as the contact for schools, libraries and municipalities regarding the implementation and support of the company’s contractual and publicly stated franchise, industry and company commitments for internet, cable TV and VoIP for schools, libraries and municipal buildings.

  • Evaluates incoming requests for services and determines the appropriate level of service that complies with the company’s franchise, contractual and industry commitments. This requires close working relationships with government affairs team members to make determinations as necessary.
  • Ensures successful communication flow regarding status of installations and issues with education relations managers and government affairs.
  • Ensure account integrity and clean records through the production and monitoring of reports from applications such as IDA, Salesforce.com and ETS, highlighting any important areas to the Operations Manager.
  • Responsible for staying abreast of current processes and procedures regarding installations, IDA entry and more
  • Ensures all systems are kept up to date, including IDA, ETS entries, salesforce.com notes and more

 

  • Performs and conducts audits of and adjustments to customer accounts of moderate complexity as required
  • Update and correct customer accounts via 100% order quality exception reporting
  • Perform investigations of various complexity levels relating to internal and external customers utilizing various applications that support billing and services
  • Perform audits as required by supervisor, in a manner that is in compliance with all company policies and procedures, adhering to Sox compliance
  • Perform and report root cause analysis to management. Reporting should contain scope of audit, conditions found and source of applications
  • Ensure all service rate code information and equipment is accurate on any/all accounts reviewed at any point or as the result of any task
  • Maintain confidentiality at all times
  • Assist in resolving escalated corporate customer complaints and referrals pertaining to municipal, school and library account interactions between customers and the specialty accounts teams.
  • Performs any and all administrative tasks through use of appropriate company documentation relating to all customer relations activities
  • Perform additional duties as needed

 

 

 

 

 

Qualifications

  • High school diploma or equivalent, BA or BS a plus
  • 3+ years’ experience preferred in the cable industry and related technologies
  • Advanced knowledge of billing system collection modules and order processing preferred
  • Strong knowledge of billing systems as it related to customer service, field service and specialty accounts
  • Strong knowledge and understanding of customer service and municipal accounts policy and procedures
  • Strong organizational skills with the ability to handle multiple tasks simultaneously
  • Working knowledge of windows-based software
  • Strong problem solving, analytical skills, communication and training skills
  • Existing knowledge or demonstrated capacity to learn company systems including but not limited to IDA, salesforce.com, ETS and Zoom

 

We are an Equal Opportunity Employer M/F/Disability/Vet and maintain a drug-free and smoke-free workplace.

 

 

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