Customer Care Mgr Ii

Customer Care Mgr Ii
Company:

(Confidential)


Customer Care Mgr Ii

Details of the offer

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 13;
Acts as the single point of contact and provides highly skilled customer care support for multiple customer accounts which typically have a small to medium revenue scope or have less complex to moderate product needs. Proactively manages the customers service needs to ensure the highest levels of customer satisfaction and that their expectations are met. Coordinates the research and resolution with regards to exception problem management of customer troubles and 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. Such interaction is initiated by customers through phone, email and/or portal communications. Takes ownership of the request to ensure complete and accurate resolution.

Job Description 13;
:
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 turn up.
:
Communicates order status to customers via conference call, emails and phone calls.
:
Addresses customer requests, complaints and issues regarding their service order and delivery in a timely manner.
:
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 customers 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.
:
May also be provided with a level of authority to provide customer credits related to disconnect retention efforts to be used at their discretion.

Additional Responsibilities 13;
:
Assists as an escalation point with billing research, billing inquiries and helps identify root cause of billing disputes. Initiates, develops, and manages action plans to correct and prevent the reoccurrence of specific dispute types, and has authority to approve customer credits within established limits.
:
Collaborates with customer or portal support team with the on:boarding and re:boarding (as changes occur) of customers within the company portal.
:
Provides training to customers to drive consistent use of the company portal. Accountable to ensure that all assigned customers are portal enabled, including owning and directing the process for implementing updates of customer information hierarchies within the company portal.

Qualifications 13;
Basis Qualifications:

Associates Degree or equivalent education and experience.

:
5:7 Years related experience or equivalent
:
Minimum skills required to perform in this role.
:
Relevant job experience is described as:

Education 13;

Alternate Location: US:Oklahoma:Tulsa

Requisition :

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

EEOStatement

We are committed to providing equal employment opportunities to all persons regardles


Source: Tiptopjob_Xml


Area:

  • Sales / Trade Representative - Sales

Requirements


Knowledges:

  • Access

Related offers

Finance manager

The Center for Enlightened Business is seeking a talented Finance Manager. Compensation: 60-75k, based on experience Primarily a remote work-at-home position...


From Center For Enlightened Business - New York

Published 19 days ago

Account executive

Position Objective Responsible for advising on, servicing and marketing the cyber/tech E&O and technology E&O needs of Lockton clients to maximize company...


From Lockton Companies - California

Published 19 days ago

Sales director

A growing UAV and remote sensing solutions company based in Austin, TX is looking to add an experienced Sales Director to our team. We build custom, survey...


From Sdhr Consulting - Texas

Published 19 days ago

Plant controller

Plant Controller job is available with OWENS CORNING in United States, Compton. It is a Entry level role. ATT, GED, Degree, Diploma, Bachelor, High School, High...


From Owens Corning - California

Published 19 days ago