VOIP Specialist I, II, Sr.

VOIP Specialists must identify the technology needs for current customers and leverage extensive product knowledge to effectively integrate C Spire Business offerings into customer business environments with amazing ease and effectiveness. VOIP Specialists will be a vital part of the onboarding process of new business customers and will serve as a resource for the customer’s training and account development needs.

“Customer Inspired” isn’t our slogan — it’s our driving force, and not everybody is built for it. While we all bring our own strengths and skillsets to the table, there are some traits every C Spire Team Member needs to have:

• A relentless obsession to be the best in our industry
• A winner mentality determined to outsmart and outdo competitors
• A single-minded commitment to unbeatable customer experiences
• An unapologetic passion for innovation and technology
• An uncompromising drive toward continuous improvement
• A steadfast devotion to doing the right thing the right way
• A deep-seated dedication to accountability and ownership

VOIP Specialist I

• Meet or exceed customer satisfaction standards, as measured in part by customer satisfaction surveys.
  • This includes insuring proper and timely follow-up with business and government customers.
• Have full knowledge of internal products, features, and services, and be knowledgeable about competitor’s products and services. Train customers on purchased products and all self-serve options.
• Administer appropriate levels of communication with customers.
• Administer the input of accurate information into the Salesforce database.
• Administer the coordination of customer training during implementation and on boarding.
• Daily utilization of systems such as BroadSoft and Odin to add or modify customer’s call flow, services, and user information.
• Operate daily according to company policies and procedures.
• Perform additional duties as assigned.

VOIP Specialist II

• All the responsibilities of a VOIP Specialist I.
• Assist with the training of new VOIP Specialist team members on a selective basis.

Sr. VOIP Specialist

• All the responsibilities of a VOIP Specialist I and II.
• Take on responsibilities of the Manager, Voice, and Data Implementation/Training, CSB in their absence.
• Serve as point of escalation for VS I and II when questions or support needs arise.
• Work with internal training department to develop training resources and materials for internal and external customers.

VOIP Specialist I

REQUIRED

• At least one year of professional experience in the telecommunications or data industries.
• High school diploma or recognized equivalent required.
• Must have a logical business acumen and possess the ability to build and nurture cross functional relations.
• Must be a self-starter with the ability to manage multiple projects from start to finish.
• Must have excellent written, oral, and interpersonal communication skills.

PREFERRED

• Two years of business or related work experience in a customer service/operations environment strongly preferred.
• Knowledge of telephony, wireless and, or Internet service is highly desirable.
• Previous technology or wireless sales experience desirable.
• Two or four-year college degree strongly preferred.
• Proficient in Microsoft Office (Word, Excel, Power Point and Teams) preferred.
• Previous experience with the sales of telephony, data, or wireless devices and emerging services preferred.

VOIP Specialist II

REQUIRED

• At least two years in the VOIP Specialist role required.
• At least two years of Company Operations/ Customer Service experience required.
• Must have the ability to build and nurture cross functional relations.
• Must be a self-starter with the ability to manage multiple projects from start to finish, routinely focusing on improved processes for internal and external customers.
• Must have excellent written, oral, and interpersonal communication skills.
• Previous experience with the sales and support of telephony, data, or wireless devices and emerging services required.
• Proven knowledge in Odin, Broadsoft, and other self-service portals required.

PREFERRED

• Knowledge of telephony, wireless and, or Internet service highly preferred.
• Four-year college degree strongly preferred.
• Proficient in Microsoft Office (Word, Excel, Power Point and Teams) preferred.

Senior VOIP Specialist

REQUIRED

• At least three years in the VOIP Specialist II role required.
• At least two years of Company Operations/ Customer Service experience required.
• Must have the ability to build and nurture cross functional relations.
• Must have a logical business acumen to effectively support multi-line accounts and retain client business.
• Must be a self-starter with the ability to manage multiple projects from start to finish.
• Must have excellent written, oral, and interpersonal communication skills.
• Expert knowledge in Odin, Broadsoft, and other self-service portals required.

PREFERRED

• Knowledge of telephony, wireless and, or Internet service highly preferred.
• Four-year college degree strongly preferred.
• Proficient in Microsoft Office (Word, Excel, Power Point and Teams) preferred.
• Previous experience with the sales and support of telephony, data, or wireless devices and emerging services preferred.

PHYSICAL REQUIREMENTS/WORKING CONDITIONS: Must be able to stand for long periods of time, be able to lift 40 lbs., and lift materials. Must be able to work some evenings and Saturdays if required. Daily travel is required by individually operating an automobile. Must be able to use computer keyboard and/or mouse, while viewing computer screen.

Note: This is a brief description of the VOIP Specialist’s responsibilities and is not limited to those described herein. Management retains the right to add, delete or modify any of these responsibilities at any time during employment. Rev. 2/2024