Customer Activation Agent - Provisioning (PAC)
Posted on: October 17, 2019
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The Customer Activation Agent - Provisioning (PAC) is responsible
for resolving residential and simple commercial order exceptions.
Responsibilities include analysis and resolution which require
customer contact to resolve the failure, provisioning updates,
Local Number Portability (LNP) exception handling, updates to E911
records and internal escalations from Repair and Customer Service
teams. The PAC Coordinator I must provide exceptional customer
service with strong attention to details.
MAJOR DUTIES AND RESPONSIBILITIES
Actively and consistently support all efforts to simplify and
enhance the customer experience.
Monitor and resolve exception tasks from the billing and
provisioning systems for all residential and commercial order
activity, including new connects, reconnects, service changes and
Process inbound and outbound customer calls related to order
exceptions, such as TPV failures and LNP errors, which prevent
orders from flowing properly. Research, resolve and reschedule
orders as needed. Contact the customer or authorized contact to
resolve the failure in accordance with company and regulatory
requirements. Perform all customer contacts within established
service and performance guidelines.
Responsible for handling exceptions related to LNP orders. Port in
exceptions require obtaining, tracking, and submitting service
orders to the donating ILEC/CLEC via an LSR (Local Service Request)
and to NPAC (Number Portability Administration Centers) via a SOA
(Service Order Administration) LNP Subscription request. Submit all
relevant information needed to port in and activate a customer's
current telephone number and service, including all of the relevant
customer account and directory information. Port out exceptions
require obtaining, tracking, and responding to service orders
received from the ILEC/CLEC via an LSR. Update SOA subscription
requests with all relevant information needed to port out and
disconnect a customer's current telephone number and service within
FCC regulated time frames.
Resolve provisioning exceptions by researching issue and updating
network elements for telephone and internet work orders via various
switch and provisioning related tools.
Resolve E911 database exceptions and errors. Verify customer
address is MSAG compliant by using customer billing system MSAG
tables, Intrado database, mapping tools or customer contact. Update
the records for any address data element requiring changes to
resolve exception. Manage address exceptions and changes, new
connects, supplements, suspensions, and disconnects to ensure E911
records are updated accordingly.
Process escalations from various internal teams to resolve customer
service issues stemming from porting, provisioning or 911 related
Identify and escalate exceptions that are not easily resolved with
the goal of avoiding customer order delays.
Proactively identify opportunities for processing and/or procedural
Perform other duties as requested by supervisor.
Skills/Abilities and Knowledge
Ability to read, write, speak and understand English
Ability to prioritize and organize effectively
Ability to use personal computer & software applications
Ability to work independently in group environment
Ability to effectively address/resolve customer complaints and
Ability to work while seated for prolonged periods of time, taking
Ability to communicate orally and in writing in a clear and
straightforward and professional manner.
Good/Excellent knowledge of all three lines of business (Cable,
Knowledge of general accounting & billing procedures
Knowledge of office procedures and Company policies
Knowledge of service troubleshooting
Knowledge of residential product information, packaging, pricing
and current offers
High School Diploma or equivalent
Related Work Experience Number of Years
Customer service experience 2+
Skills/Abilities and Knowledge
Ability to maintain confidentiality
Ability to solve problems while working under pressure
Knowledge of the cable industry - products and services
Call center, office environment
Flexible work schedule may be required which includes nights and
Keywords: Spectrum, Brandon , Customer Activation Agent - Provisioning (PAC), Sales , Brandon, Florida
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