Voice Operations Specialist

Optimum

Are you looking to Optimize your life? Start your exciting path to a rewarding career today!

We are Optimum, a leader in the fast-paced world of connectivity, and we’re on the hunt for enthusiastic professionals to join our team! We understand that connectivity isn’t just a luxury anymore – it’s a necessity that empowers lives, fuels businesses, and drives innovation. A career at Optimum means you’ll be enabling progress and enhancing lives by providing reliable, high-speed connectivity solutions that keep the world connected. We owe our success to our amazing product, commitment to our people and the connections we make in every community.

If you are resourceful, collaborative, team-oriented and passionate about delivering consistent excellence, Optimum is the Company for you!

We areOptimum!

The Voice Operations Department manages the end-to-end process of customer orders for Voice products, creating a seamless customer experience. As a primary function of this team, they will engage with various internal departments and external organizations on managing number portability and customer Enhanced 911 records.

• Responsible for supporting all aspects of Voice order fulfillment – which includes but is not limited to Local Number Portability, administration of customer Enhanced 911 records, customer Directory Listing and Directory Assistance information.
• Provide root/cause analysis, process improvements and written responses on escalations from the executive offices, the legal department and/or multiple agencies such as the Public Service Commission, Federal Communications Commission, or the Better Business Bureau.
• Identify, trouble shoot and resolve telecommunication issues, including order fulfillment and installation activation issues. Escalate to the appropriate internal and/or external organizations, as required.
• Handle inbound and outbound calls, following-up on customer requests and providing customers with assistance as required. This includes proper escalation or referral of issues deemed urgent.
• Managing queue to achieve established performance standards, while completing assigned orders.
• Act as customer advocate with internal and external organizations to ensure successful implementation of services.
• Collaborate with management to provide updates on process and procedures, identifying opportunities for improvement.
• Provide peer to peer mentorship and training, as needed.
• Monitor the end-to end exposure points in the order life cycle to ensure order accuracy and to secure a positive experience for the end-user.
• Perform Master Street Address Guide validation adhering to business processes.
• Responsible for ensuring customer’s service address is entered into database, within business process protocol.

• High school diploma or equivalent. Some College preferred.
• A+ computer/networking certification preferred.
• Previous experience in Altice Voice of Operations role and use of Company systems Cabledata/Integrated Desktop Application a requirement.
• Proficient knowledge of Voice products and services related to order fulfillment and porting guidelines. (i.e. Integrated Desktop Application/DDP Billing System, Sigma, Joint Self Install – provisioning tool, Trio, Zoom, Synchronoss Technologies International, Neustar, Number Portability Administration Center, Amdocs, Verizon Local Service Interface, AT&T Toolbar, Kansys Web Portal, Private Switch/Automatic Location Information Enhanced 911 Database.)
• Proficient understanding of voice switching and networks.
• Proven ability to identify, resolve and/or refer to appropriate personnel, order fulfillment related issues.
• Proficient knowledge of post office address standards & Master Street Address Guide methodologies and differences throughout all three regions.
• Bi-lingual is desirable.
• Requires flexibility to work evenings, weekends, holidays, overtime and changes in shift depending on the needs of the business.

At Optimum, we’re fueled by our four core pillars: Taking Ownership, Upholding Transparency, Creating Community, and Demonstrating Expertise. Our commitment to empowering employees to take responsibility and embrace proactive problem-solving underpins Taking Ownership. Upholding Transparency is at the core of our culture, with open and honest communication fostering trust among our dedicated team and loyal customers. Creating Community is more than a goal; it’s our daily commitment to fostering an environment of collaboration, innovation, and positivity. Demonstrating expertise is a promise we uphold through continuous learning and engagement with our customers to consistently deliver top-quality products and services. These pillars not only shape our culture but define Optimum as a place of excellence, trustworthiness, and thriving community, and we invite you to be a part of our journey.

If you have the drive to succeed and are ready to embark on a thrilling career, seize this opportunity today, and join our winning team, so together, we’ll shape the future of connectivity.

All job descriptions and required skills, qualifications and responsibilities for a particular position are subject to modification by the Company from time to time, in the Company’s discretion based on business necessity.

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, national origin, religion, age, disability, sex, sexual orientation, gender identity or protected veteran status, or any other basis protected by applicable federal, state, or local law. The Company provides reasonable accommodations upon request in accordance with applicable requirements.

Optimum collects personal information about its applicants for employment that may include personal identifiers, professional or employment related information, photos, education information and/or protected classifications under federal and state law. This information is collected for employment purposes, including identification, work authorization, FCRA-compliant background screening, human resource administration and compliance with federal, state, and local law.

Applicants for employment with the Company will never be asked to provide money (even if reimbursable) as part of the job application or hiring process. Please review our Fraud FAQ for further details.

Source ⇲