Velocity A Managed Services Company
Velocity is seeking a dynamic customer service professional to provide customer obsessed service everyday to our customers. The position is fast paced and works in a collaborative team environment. This roles primary job function is to develop and maintain long-term business relationships by serving as an internal advocate and client liaison. This role is fully remote working 9am-530pm Monday-Friday. Telecommunications experience is required.
Principal Duties and Responsibilities:
- Customer Ongoing account Management
- Provide and manage continual customer support to house accounts (including facilitation additional BAU services)
- SLA Tracking for Customer Contract Parameters
- Publish reports needed for a specific customer as requested, both internal and external (weekly/monthly/quarterly reporting as needed)
- Maintain detailed understanding of products and services to assist customers with questions and or issues
- Q&A (quality assurance/control)
- Perform internal audits on accounts as needed
- Customer Issue Management
- Review customer complaints and concerns and seek to improve customer experience
- Review and process tech scheduling/billing
- Review and process disconnection requests from customers.
- Escalation management/triage
- Review and maintain live discussions for all escalations until resolutions are determined
- Review and process all open tickets for customers
Requirements and skills needed to be successful in this role:
- Minimum of a high school diploma, two to four years of college or equivalent post high school education or experience in computer networking is preferred
- 2-3 years telecom experience
- Proficient in Microsoft Office, especially Excel and Outlook
- Ability to work independently
- Ability to respond to customers in an expeditious manner
- Excellent written and verbal communication skills
- Team management and leadership skills
- Solid organizational skills, including multitasking and time-management
- Strong client-facing and teamwork skills
- Previous customer service experience in professional office setting
Why you’ll love working at Velocity
We are an energetic bunch — eager to succeed and have lots of company pride.
As a growing managed services company, every team member has the opportunity to make an impact as we challenge ourselves to provide the best technology and customer experiences in the business. We’re excited about what we do and who we do it for. We foster a collaborative work environment where we prioritize strengthening relationships with our customers and team members to achieve our goals.
Our comprehensive benefits and work culture
Velocity is large enough to offer big-company benefits with a start-up spirit.
- Comprehensive benefits such as medical, dental, vision—available the 1st day of the month after hire!
- Paid time off, paid holidays, and a company-matched 401K; we provide immediate vesting—on day #1 and company-provided life insurance (including STD/LTD coverage).
- Ongoing training and development opportunities so that you can grow with us.
- Collaborative and Strong at the Core; Customer-obsessed, One team, Do the right thing, and Let’s go core values create a collaborative work culture for our team members.
About Velocity MSC
- We have an in-house team of experienced experts in software development and engineering.
- We’re proudly customer-obsessed and do all we can to provide a superior customer experience.
- Velocity started out selling long-distance in 2005. It didn’t take long for customers to realize that Velocity’s emerging technologies could significantly improve how they communicate and do business. Soon, Velocity was servicing thousands of retail, hospitality, and entertainment Fortune 500 companies. Velocity’s service offerings continue to grow—making life easier and more profitable for our customers. Now, with over 500 employees, Velocity is an unstoppable force.
Velocity is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information. Velocity is an active participant with E-Verify.
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