Carrier Customer Service Manager Job in Lone Tree 80124, Colorado US
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- LOCATION:
Lone Tree, Co 80124 - JOB CATEGORY:
Sales/Retail/Business Development - REFERENCE CODE:
13425
This position can be filled anywhere in the West region.
General Summary:
Responsible for proactively maintaining the customer relationship by managing the customer’s business needs as well as focusing on retaining and growing the overall customer relationship in order to meet XO Corporate Goals and Objectives.
Essential Duties and Responsibilities:
• Develop and maintain customer and account team relationships.
• Support Carrier Customer base and assigned to multiple Carrier Account Executives
• Attend and participate in account strategy sessions with internal XO organizations.
• Responsible for revenue protection and churn on all assigned accounts.
• Act as liaison between customer and XO internal partners, i.e. Service Delivery, Billing, Repair, etc...
• Manage account level billing disputes with internal XO partners.
• Manage and handle account level billing issues via XO Singleview and Portal systems.
• Create and Manage all new and MACD orders via LINX / TBS.
• Project manages all XO order types to ensure timely and accurate processing in order to meet customer expectations.
• Manage trouble escalations and act as internal customer advocate.
• Provide customers with the following reporting.
o Quality Service Reviews
o Utilization Reporting
o Circuit Inventories as requested
• Provide Reporting internally as follows:
o Trouble Ticket Reporting
o Orders Status and Jeopardy reporting
o Action Plans for Account Issues.
• Educate customers and account team of new internal processes and procedures across the back office that may impact the Carrier Services Organization.
• Provide each customer with an updated XO Service Manual detailing the services the customer receives from the CASM.
Minimum Qualifications:
• Education: •Bachelor’s degree with business major, or equivalent
• Licensures:
• Relevant Work Experience:
• Minimum 5 years experience in Telecommunications, both voice data
• Minimum 3-5 years outside customer care/relations portfolio management, preferable vertical markets, multi-market and national customers
• Proven project management experience
Knowledge, Skills and Abilities
• Proven commitment to deliver exceptional customer service
• Proven ability to work well with external and internal customers, business experience heavily skewed in Care operations
• Ability to prioritize multiple assignments and meet all deadlines
• Ability to meet both quantity and quality objectives
• Ability to foster teamwork and partner across functional to deliver seamless service to customers
• Ability to achieve goals in a fast-paced, changing work environment
• Strong presentation skills
• Strong organizational, administrative, and time management skills
• Strong analytical/quantitative skills
• Good negotiation and account navigation skills
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