Customer Care Manager III

CenturyLink   •  

Rochester, NY

Industry: Telecommunications

  •  

5 - 7 years

Posted 34 days ago

This job is no longer available.

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

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

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

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 bereported to all levels of management and customers

     

    Preferred Qualifications

    Bachelor's degree in a related field is preferred

     

Alternate Location: US-New York-Rochester

Requisition #: 207428

This job may require successful completion of an online assessment. A brief description of the assessments can be viewed on our website at http://find.centurylink.jobs/testguides/ 

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.