Customer Care Manager

JOB DESCRIPTION

Responsible for the Coordination and communication with Planning & Deployment, Architecture & Engineering, Service Activation, Field Services, Customer Financial Services, Service Management, and Customers themselves are key responsibilities associated with this position.

RESPONSIBILITIES

- 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 customer activation service needs to ensure the highest levels of customer satisfaction and that their expectations are met and surpassed.
- Coordinates the research and resolution in 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.