Service Representative - SMB Retention
Core
Handling business customer requests via phone, mail, and in-person to manage service orders, resolve billing disputes, and prevent churn through retention efforts.
Role type
Service Representative (SMB Retention)
Builds
Service installations, equipment changes, and retention solutions for small and medium-sized business customers.
Domain
Telecommunications / Business Communications
Deliverable
client delivery
Required skills
Customer service, telephone communication, billing dispute resolution, service order preparation, CRM navigation, financial calculations (proration/credits), upselling and cross-selling
Preferred skills
Call center experience, analytical acumen, adaptability
Technologies
CRM systems, billing systems, graphical user interfaces for service requests
Responsibilities
Receive and handle customer requests for service orders and equipment changes; investigate and resolve complaints regarding rates and bills; contact customers about overdue bills and arrange payment plans; prepare local service orders and manage service requests with ILECs; maintain customer equipment and billing records.
Seniority
Entry-level / Junior