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ILEC Resolution Representative

Company: Sonic (Internet and Phone)
Location: Santa Rosa
Posted on: August 14, 2019

Job Description:

Why Sonic? Sonic believes in the power of listening to customers and being nice. With an emphasis on customer service, privacy, and uncapped speeds, Sonic offers a fresh and competitive approach to internet, home phone, and TV. Each career opening at Sonic is an opportunity for personal growth, career development, lasting friendships, and most importantly, making a difference towards one, clear goal: Internet freedom for all. Join us as we re-think, re-wire, and re-imagine the Internet. Find out why Sonic is continually voted Best Place to Work by the North Bay Business Journal. Details: ILEC Resolution Representative relays trouble reports and seeks resolution of said reports with our partner ILEC: AT&T. What You'll Do:

  • Open trouble tickets with partner ILEC via phone and bonded systems as trouble reports are received
  • Obtain updates on trouble tickets from partner ILEC via phone
  • Provide status updates to customers and resellers via phone, email, and other electronic medium
  • Communicate effectively with ILEC management to escalate trouble tickets when necessary Must-Haves:
    • Technical Skills - Assesses own strengths and weaknesses; Strives to continuously build knowledge and skills.
    • Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs.
    • Interpersonal Skills - Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control.
    • Oral Communication - Speaks clearly and persuasively in positive or negative situations; listens and gets clarification.
    • Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively.
    • Ethics - Treats people with respect; Keeps commitments; inspires the trust of others; Works with integrity and ethically; Upholds organizational values. Work Perks:
      • A fun and empowering culture
      • Passionate colleagues
      • Fair compensation
      • Exciting collaborative environment
      • The training opportunities to maximize your ability
      • Medical + Dental + Vision benefits
      • Education opportunities
      • Free high-speed internet access
      • Dog-friendly workplace
      • Monthly team meetings and fun events

Keywords: Sonic (Internet and Phone), Santa Rosa , ILEC Resolution Representative, Other , Santa Rosa, California

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