Enterprise Install Corrdinator: Speakeasy

Company Summary:

Speakeasy, one of the nation’s leading broadband voice (VoIP), data and IT service providers, simplifies small business communications with cost-effective service packages and unparalleled support. Speakeasy joined the Best Buy family in 2007 and now works with Best Buy for Business to champion technology for small businesses throughout the U.S. Speakeasy manages its own private fiber-optic national network, ensuring fast connections, low latency, and an unparalleled degree of security protection from the public internet. Speakeasy’s full range of business-class products – from OneLink and Voice Services to business bandwidth solutions - offers features and benefits with unrivaled customer service. Speakeasy’s broadband services are available in most metropolitan areas within the 48 contiguous United States .

Position Summary:

The primary focus of the Enterprise Install Coordinator position is to own all broadband orders with Business Voice in the system, from the time that the order was placed, to the time that installation is completed. This includes all current and future broadband products which can range from ADSL to DS3 and beyond. Enterprise Install Coordinators are responsible for communicating with the customer during the installation process, answering any questions that may arise, working closely with Implementations to ensure a smooth and seamless customer installation experience, and working pro-actively with our vendors to resolve any issues preventing the order from successfully completing

Once the installation has completed, Enterprise Install Coordinators are responsible for making contact with the customer to ensure their data service is up and running, as well as updating the Implementations Project Coordinator.

Your responsibilities will include but are not limited to:

· Contacting and answering initial and follow-up phone calls from customers who have any support issue during the installation process.

• Responding to order inquiries from both customers and internally, from Speakeasy employees.
• Providing timely and thorough resolution of all issues raised by Speakeasy customers, as well as documenting all actions.
• Owning all issues through to resolution, and escalating issues with the vendors when necessary
• Customer billing and invoicing support.

• Supporting and troubleshooting broadband connectivity issues during the Installation process.
• Supporting and troubleshooting domains and DNS issues during the Installation process.
• Phone call and ticket queue awareness and ownership
• Maintaining consistent quality and performance metrics as set out by management.
• The ability to accurately interpret and report open order status to clients.
• Track and report open order issues for prompt resolution.
• Verify that each order is a known good, up and running.
• Work closely with the Voice Implementations team to ensure a smooth, seamless installation experience for their Business Voice solution.
• Installing 80% of orders within 5 business days or less of the Voice hardware installation.

This position requires the following skills and experience:

· Previous call center experience

· Ability to effectively deal with the expectations of a very high-volume call center

· Ability to handle and prioritize multiple contacts and tasks

· Familiarity with all of Speakeasy’s services, products, and offerings

· Strong working knowledge of TCP/IP, domain hosting, and LAN concepts

· Excellent written and verbal communications skills, and an ability to maintain strict professionalism in all client communication

· Familiarity with Speakeasy processes and systems, and with our vendors’ processes and systems

· Familiarity with Speakeasy’s Support , Activations, Implementations and Sales Departments, and how they relate to each other

· Ability to keep a regular and consistent work schedule

· Proficiency with Microsoft Excel, previous experience working with spreadsheets

· Strong analytical skills; ability to look for escalation patterns that might indicate problems and communicate those as appropriate

· Willingness to spend a significant part of your workday communicating with customers and vendors over the phone

· Previous proven customer support and technical experience at advanced support level

Please apply direct at: www.speakeasy.net/careers

Speakeasy offers a full suite of benefits, including full medical, dental, and vision coverage (100% paid for employees); a 401(K) plan with a company matching contribution; a transportation benefit; and many other excellent perks. We're looking for talented and highly skilled individuals to join our dynamic and fast-paced culture and contribute to Speakeasy’s continued success.