Senior Customer Support Manager

Profile

**MEMBERS ONLY**SIGN UP NOW***. Business offers technology solutions ranging from Ethernet, internet, and WiFi connectivity to voice, television, and managed Enterprise solutions to power businesses of all sizes to perform better. From small businesses to mid-market and large Enterprise organizations, **MEMBERS ONLY**SIGN UP NOW***. Business serves business customers across the country. Powered by an advanced, Gig-speed network and backed by 24/7 technical support, **MEMBERS ONLY**SIGN UP NOW***. Business is one of the largest contributors to the growth of **MEMBERS ONLY**SIGN UP NOW***. Cable. The organization is the nation's largest cable provider to small and mid-size businesses and has emerged as a force in the Enterprise market, recognized by leading industry associations as one of the fastest growing provider of Ethernet services.

Job Summary

Responsible for development and implementation of Customer Care Operations policies, procedures, and performance standards. Creates effective customer care strategies to include, technology, productivity tools, service quality, revenue, and departmental processes. Integrates knowledge of business and functional priorities. Acts as a key contributor in a complex and crucial environment. May lead teams or projects and shares expertise.

Job Description

Core Responsibilities


Act as team lead and point of contact for all specialists working in the center.

Triage high & medium priority issues: porting, number inventory, FCC letters, double billing issues, other issues as they arise.

Issue documentation and trending to identify opportunities for business efficiencies.

Lead special projects to address issues affecting downstream processes.

Investigate formal and informal customer complaints to resolution within a strict time frame; this includes timely creating letters to the Federal Communications Commission, Attorney General, and Public Utilities Commission in response to customer complaints about voice service. Work with legal, regulatory and executive complaints department.

Contact customer within 24 hours of receiving a case to acknowledge receipt and that the case is being reviewed.

Provide customer credit as deemed appropriate.

Serve as point of contact with divisions and regulatory for communicating gaps or processes breakdowns and drives accountability for resolution.

Maintain positive relationships with personnel across all organizations.

Design and implement process improvements in partnerships with related departments to maximize resources and improve operational efficiencies.

Deliver key performance indicator (KPI) reports on a monthly basis, and ad hoc or other operational metrics as requested.

Identify process/system gaps, coordinate action plan, and support the execution of operational efficiencies.

Drive operational improvement through evaluation, development and implementation of methods and procedures relevant to the center.

Consistent exercise of independent judgment and discretion in matters of significance.

Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) as necessary.

Other duties and responsibilities as assigned.


Employees at all levels are expected to:


Understand our Operating Principles; make them the guidelines for how you do your job.

Own the customer experience - think and act in ways that put our customers first, give them seamless digital options at every touchpoint, and make them promoters of our products and services.

Know your stuff - be enthusiastic learners, users and advocates of our game-changing technology, products and services, especially our digital tools and experiences.

Win as a team - make big things happen by working together and being open to new ideas.

Be an active part of the Net Promoter System - a way of working that brings more employee and customer feedback into the company - by joining huddles, making call backs and helping us elevate opportunities to do better for our customers.

Drive results and growth.

Respect and promote inclusion & diversity.

Do what's right for each other, our customers, investors and our communities.


Disclaimer:


This information has been designed to indicate the general nature and level of work performed by employees in this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications.


**MEMBERS ONLY**SIGN UP NOW***. is an EOE/Veterans/Disabled/LGBT employer.

**MEMBERS ONLY**SIGN UP NOW***. is proud to be an equal opportunity workplace. We will consider all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other basis protected by applicable law.

Education

Bachelor's Degree

While possessing the stated degree is preferred, **MEMBERS ONLY**SIGN UP NOW***. also may consider applicants who hold some combination of coursework and experience, or who have extensive related professional experience.

Relevant Work Experience

7-10 Years

Base pay is one part of the Total Rewards that **MEMBERS ONLY**SIGN UP NOW***. provides to compensate and recognize employees for their work. Most sales positions are eligible for a Commission under the terms of an applicable plan, while most non-sales positions are eligible for a Bonus. Additionally, **MEMBERS ONLY**SIGN UP NOW***. provides best-in-class Benefits. We believe that benefits should connect you to the support you need when it matters most, and should help you care for those who matter most. That's why we provide an array of options, expert guidance and always-on tools, that are personalized to meet the needs of your reality - to help support you physically, financially and emotionally through the big milestones and in your everyday life. Please visit the compensation and benefits summary (****on our careers site for more details.

Company info

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