The Account On-Boarding Specialist I is responsible for providing outstanding service during the intake and integration of new telecommunication accounts.  The Specialist I will work closely with On-boarding Managers, Operational Departments, clients, and service providers to accurately build out internal client records allowing for lifecycle support of these accounts.  The Specialist I must have excellent attention to detail and communication skills with a proven aptitude for learning about technology.

Duties/Responsibilities:

• Partner with all departments to ensure new service provider accounts are on-boarded accurately and efficiently
• Ensure constant account on-boarding request flow by escalating accounts that require higher level assistance
• Work closely with the On-Boarding Manager to ensure a positive and successful transition for new accounts from Customer Success to Operations
• Contact service providers as necessary to complete full account detail capture including but not limited to wireline and wireless inventory, billing shell, contract details, location record and technical information

• Perform record orders for new accounts ensuring invoice bill-to addresses are updated to One Source
• Develop and maintain an understanding of vendor and service provider products, services, and infrastructure
• Participate in on-going training to maintain industry and product knowledge
• Obtain Customer Service Records (CSR) from service providers to validate information in customer billing records
• Assist with major projects as assigned by Account On-Boarding Supervisor and/or Leadership
• Complete new account on-boarding processes using existing checklists, workflows, and database loader templates
• Maintain timeliness of work by acknowledging assignments within standard interval guidelines and provide updates on a regular interval.

• Manage work time responsibly and efficiently. Seek to serve other team members when all individual responsibilities are caught up

• Demonstrate a commitment to doing what is right, be honest and sincere in all interactions with clients and co-workers

• Required Skills/Abilities:

  • Ability to operate in a fast-paced environment with a calm demeanor, maintaining a learner’s spirit and a win-win attitude
  • Ability to read and interpret telecommunications solutions and invoices, terms and conditions, accounting reports, and contractual agreements
  • Ability to generate routine reports and communicate findings effectively between groups of customers or employees within the organization
  • The individual will be able to define problems, collect data, establish facts, and draw valid conclusions

  Education and Experience:

  • The individual will have preferably earned a Bachelor’s degree. Graduation from high school or high school equivalency is required.
  • Two or more years of Customer Service, Sales Support, or Data Analysis experience is required, training and/or equivalent combination of education and experience will be considered
  • Experience working with CRM software, database software and/or project management software highly preferred

  Physical Requirements:

  • The individual typically works in an office environment and uses a computer, telephone and other office equipment as needed to perform duties. The noise level in the work environment is typical of that of an office. Individual may encounter frequent interruptions throughout the workday.
  • The employee is regularly required to sit, talk, and hear; frequently required to use repetitive hand motion, handle or feel, and to stand, walk, reach, bend or lift up to 20 pounds.
  • The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable associates with disabilities to perform the essential functions.

This job description in no way states or implies that these are the only duties to be performed by an employee occupying this position. Employees may be required to perform other related duties as assigned, to ensure workload coverage. Employees are required to follow any other job-related instructions and to perform any other job-related duties requested by their supervisor. This job description does NOT constitute an employment agreement between the employer and employee and is subject to change by the employer as the organizational needs and requirements of the job change.

The job specification requirements stated are representative of minimum levels of knowledge, skills, and abilities to perform this job successfully. Any satisfactory equivalent combination of experience and training which ensures the ability to perform the work may substitute for the above so that the employee will possess the abilities or aptitudes to perform each duty proficiently.