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Customer Care Manager
CenturyLink
Broomfield, CO, United States
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About CenturyLink
CenturyLink (NYSE: CTL) is the second largest U.S. communications provider to global enterprise customers. With customers in more than 60 countries and an intense focus on the customer experience, CenturyLink strives to be the world’s best networking company by solving customers’ increased demand for reliable and secure connections. The company also serves as its customers’ trusted partner, helping them manage increased network and IT complexity and providing managed network and cyber security solutions that help protect their business.
Job Summary
The Customer Care Manager III is the single point of contact for assigned customer accounts which typically have a large revenue scope, complex product needs, and/or require significant project management due to the size of the organization.
Job Description
• Manage interactions from the customer order through billing to ensure highest levels of customer satisfaction.
• Manage proactively the customer’s service needs to ensure the highest levels of customer satisfaction and that their expectations are met.
• Promote revenue growth, retention, and overall customer satisfaction.
• Serve as the conduit and escalation point for exception problem management of customer issues in the areas of order entry, order validation, service activation, test and turn-up, customer access group, technical customer account management, disconnects and billing activities.
• Manage large and complex customer implementation projects which include but are not limited to creating and maintaining detailed project schedules, tracking the project’s financial state, understanding unique aspects of projects as well as understanding technical and operational specifications
• Own and manage all customer communications or escalations pertaining to new install orders.
• Manage all aspects of the conversion of sales to revenue for the company.
• Manage all service activation elements of customer orders from order entry through service “turn up.”
• Communicate order status in a timely manner to customers via conference call, emails and phone calls.
• Deviate from defined processes to ensure customer satisfaction and revenue recognition on an as needed basis
• Initiate and track the timely and accurate moves, adds, changes and disconnects to the customer’s services based on their requests.
• Coordinate proactively with sales and sales engineers on the pre-sales engagement process to ensure product compliance and solutions definition.
• Own and create service delivery and service management performance review presentations
Qualifications
• 5+ years of relevant job experience.
• Minimum of 3 years related customer service experience in the telecommunications industry
• Experienced interfacing with internal and external customers towards effective management of a project or customer expectations
• Demonstrated ability to direct the work of other functional organizations and deliver proactive results in fast paced environment
• Demonstrated ability to influence and collaborate across diverse organizational boundaries
• Demonstrated success working effectively under pressure while managing and organizing multiple projects and priorities
• Ability to develop documentation to be reported to all levels of management and customers
Preferred Qualifications
• Bachelor's degree in a related field is preferred
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Education
Alternate Location: US-California-San Francisco; US-Colorado-Broomfield; US-Michigan-Southfield
Requisition #: 175649
This job may require successful completion of an online assessment. A brief description of the assessments can be viewed on our website
This position is part of a bargaining unit and represented by a union. Depending upon the applicable collective bargaining agreement under which you may be hired, you may be: (a) required to join the union and pay union dues as a condition of employment; or, (b) required to pay union dues, but not join the union as a condition of employment; or (c) free to chose whether or not to join the union, but if you do join the union you would be obligated to pay union dues.
EEO Statement
We are committed to providing equal employment opportunities to all persons regardless of race, color, ancestry, citizenship, national origin, religion, creed, veteran status, disability, medical condition, genetic characteristic or information, age, sex, 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.
Disclaimer
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.