This job has expired, please see additional jobs below
Customer Care Manager
CenturyLink
Herndon, VA, United States
Job Details - this job has expired, please see similar jobs below
CenturyLink (NYSE: CTL) is a global communications and IT services company focused on connecting its customers to the power of the digital world. CenturyLink offers network and data systems management, big data analytics, managed security services, hosting, cloud, and IT consulting services. The company provides broadband, voice, video, advanced data and managed network services over a robust 265,000-route-mile U.S. fiber network and a 360,000-route-mile international transport network. Visit CenturyLink for more information.
Job Summary
Acts as a single point of contact for a group of assigned customer accounts which typically have a medium to large revenue scope and high complex product needs. Manages all interactions from the customer order through billing to ensure the highest levels of customer satisfaction. Promotes revenue growth, and retention. Serves 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.
Job Description
• Manages customer communications or escalations pertaining to new install orders, manages the conversion of sales to revenue for the company, manages all service activation elements of customer orders from order entry through service “turn up.” Communicates order status in a timely manner to customers.
• Initiates and tracks moves, adds, changes and disconnects to the customer’s services based on their requests
• Creates service delivery and service management performance review presentations. Collects and interprets service performance root cause analysis and corrective actions. Delivers project status and presentations to the customers on a regular basis.
• Responsible for effective and proactive pre-sales engagement which includes product compliance, ensuring factory supportability, and solutions definitions
• Project management experience in planning, and organizing data from various sources into concise, relevant information
• Must be self-directed, understand the requirements, and take the initiative to complete tasks or assignments with little or no direction
• Work effectively in diverse groups, with the ability to direct the work, and to influence and collaborate across organizational boundaries
Qualifications
• High School Diploma/GED or 5 plus yrs. of relevant job experience with similar essential duties
• 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
• Office; Sits 5 to 7 hours per day; Bend, reach, stoop and crouch; lift 10 lbs.
Preferred Qualifications
• Bachelor’s Degree
• Experience: 5+ yrs.
• Field of Study: Telecommunications
• Attention to detail with good organizational capabilities
• Ability to prioritize with good time management skills
Education
Bachelors or Equivalent in Information Systems
EEO Statement
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.
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.