Account Analyst II

This position provides front line operational support to Order Management, Implementation, and Finance teams for all TNS Communication(s) products and services with strong emphasis on billing and contractual requirements, processes and procedures, data integrity, documentation, inter-departmental communication, and business-to-business accountability. Primary focus will be the customer account billing management activities to include any or all the following, based on assigned team role:

· Responsible for the timely and accurate billing activity based on customer contractual obligations because of completed customer implementation or contractual requirement.

· Rehome management – Analyze and manage data, obtain required orders to complete timely billing and communication of billing completeness

· Communicate with internal and external customers to order questions, resolve discrepancies in data and accurate and timely billing.

· Manage emails in Orders Inbox /Salesforce case management and delegate appropriately

· Create and manage Connectivity CORs and Projects to support timely billing and order closure.

· Create and manage billing requests in Salesforce to support billing disputes, credit, and debit request

· Manage Mediation Layer data - identify issues, make corrections in database, and submit tickets to MIS teams when needed

· Creating documentation, maintaining standardization, and looking for ways to continuously improve processes & procedures.

· Create and maintain customer account notes in OneNote to support order and billing accuracy

· Customer and Network Data Management

· Specific service and Process’s system matter expert(s) in support of overall team order processing and billing requirements

· Conducts periodic account audits to support billing accuracy and contractual obligations

· Support annual TNS billing audits

· Validate price list for accuracy as it relates to a specific customer/contract

· Create and maintain billing contacts in Salesforce

· Support price change activities required by Orders and Billing teams

· Support contract termination and calculate liquated damages

· Support system migrations

Experience

Skills/Expertise: Excellent verbal and written skills. Excellent telephone skills. Intermediate PC skills including MS Word and Excel. The ability to define problems, collect data, establish facts, and draw conclusions. Ability to handle multiple tasks,

and/or projects simultaneously. Ability to analyze customer orders and billing information in support of customer experience. Ability to break down processes into documented workflow. Ability to master multiple operational systems in support of Customer Order management and billing with 4 to 5 years’ experience in a high volume, fast paced organization, providing front line operational and billing support in areas of order management and customer service. Associate’s degree or equivalent work experience required.