The Customer Care Manager II is the single point of contact for large revenue customer accounts with complex product needs. The incumbent proactively manages the customer’s service needs ensuring the highest level of satisfaction, exceeding customer expectations and meeting projected timelines.
The Main Responsibilities
Manage interactions from the customer order through to billing to ensure highest levels of customer satisfaction
Promote revenue growth, retention, and overall customer satisfaction
Communicates order status to customers via conference calls, emails, and phone calls
Addresses customer requests, complaints and issues regarding their service order and delivery in a timely manner
Meet learning, development, and personal growth objectives to provide a superior customer experience
Owns and manages all customer communications or escalations pertaining to new install orders. Provides order status and drives timely resolution on behalf of the customer.
Actively manages all service activation elements of customer orders from order entry through service activation.
Communicates order status to customers via conference calls, emails, and phone calls.
Assists with escalations pertaining to a new customer install or disconnect, providing customer order status and/or related issues and drives timely resolution on behalf of the customer.
Initiates and tracks the timely and accurate moves, adds, changes, and disconnects to the customer’s services based on their requests. Which include but is not limited to reason code collection, reporting, and defining approach for proactively working with the customer and sales on disconnect related retention efforts.
What We Look For in a Candidate
Associates Degree or equivalent education and experience
Ability to stay focused in high paced stressful working environment.
Ability to learn and adhere to customer care policies, processes, and principles
Demonstrated ability to influence and collaborate across organizational boundaries
Excellent interpersonal, verbal, and written communication skills
Strong PC skills in Microsoft Outlook, Word, Excel, and PowerPoint
Must work effectively under pressure, organizing multiple tasks and projects in an ever-changing environment
5+ Years related experience or equivalent
2+ years of telecommunications/technology experience
Knowledge of order process and/or provisioning process
What to Expect Next
Based on your job application information you may be given the opportunity to complete a video interview immediately after applying. This will include a set of questions for you to record a response to in addition to Game Challenges. Completion of this video interview is a requirement in order to be considered for our open position. Now not a good time? No worries, we will also send you an email with a link to complete the video interview. We strongly recommend that you complete this within 5 days of your application date.
Requisition #: 266871
When applying for a position, you may be subject to a background screen (criminal records check, motor vehicle report, and/or drug screen), depending on the requirements for the position. Job-related concerns noted in the background screen may disqualify you from the new position or your current role. Background results will be evaluated on a case-by-case basis.
We are committed to providing equal employment opportunities to all persons regardless of race, color, ancestry, citizenship, national origin, religion, veteran status, disability, genetic characteristic or information, age, gender, sexual orientation, gender identity, marital status, family status, pregnancy, or other legally protected status (collectively, “protected statuses”). We do not tolerate unlawful discrimination in any employment decisions, including recruiting, hiring, compensation, promotion, benefits, discipline, termination, job assignments or training.
NOTE: Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
The above job definition information has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. Job duties and responsibilities are subject to change based on changing business needs and conditions.
Salary Min :
Salary Max :
This information reflects the anticipated base salary range for this position based on current national data. Minimums and maximums may vary based on location. Individual pay is based on skills, experience and other relevant factors.
This position is eligible for either short-term incentives or sales compensation. Director and VP positions also are eligible for long-term incentive. To learn more about our bonus structure, you can view additional information here. We’re able to answer any additional questions you may have as you move through the selection process.
As part of our comprehensive benefits package, Lumen offers a broad range of Health, Life, Voluntary Lifestyle and other benefits and perks that enhance your physical, mental, emotional and financial wellbeing. You can learn more by clicking here.
Note: For union-represented postings, wage rates and ranges are governed by applicable collective bargaining agreement provisions.
Salary Min :
Salary Max :
This information reflects the base salary pay range for this job based on current national market data. Ranges may vary based on the job’s location. We offer competitive pay that varies based on individual experience, qualifications and other relevant factors. We encourage you to apply to positions that you are interested in and for which you believe you are qualified. To learn more, you are welcome to discuss with us as you move through the selection process.
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