Telecommunications-Customer Care Manager

Requirements

Interested and Qualified Candidates must possess telecommunications experience to be considered. Tier 1 Carrier Experience preferred.

Level 3 Communications is currently looking for a Telecommunications Customer Care Manager to perform the following:

ROLE DESCRIPTION:

Individual contributor that uses broad and deep understanding of professional / technical concepts to create
solutions that contribute to the development of Company programs and processes. Develops objectives and
plans for achieving business unit goals and implementing functional strategies. Directs complex projects
and/or programs and interfaces with senior management to report milestones. Scope of influence is crossfunctional.
Recognized as a subject matter expert within the Company.
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. Will present information to all levels of management, up
to and including the executive level for both internal and external customers.

JOB DETAIL:

Acts as the single point of contact for assigned customer accounts which typically have a large revenue
scope, have complex product needs, or require significant project management due to the size of the
organization. Manages any interactions from the customer order through billing to ensure highest levels of
customer satisfaction. Proactively manages the customer's service needs to ensure the highest levels of
customer satisfaction and that their expectations are met. Promotes revenue growth, retention, and overall
customer satisfaction. Serves as the conduit and escalation point for 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.
Responsible for managing large and complex customer implementation projects which includes but is 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.

JOB DUTIES:

Owns and manages all customer communications or escalations pertaining to new install orders. Manages all aspects of the conversion of sales to revenue for the company. Actively manages all service activation elements of customer orders from order entry through service turn up." Communicates order status in a timely manner to customers via conference call, emails and phone
calls. Has authority to deviate from defined processes to ensure customer satisfaction and revenue recognition.
- Initiates and tracks the timely and accurate moves, adds, changes and disconnects to the customer's 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.
- Proactively coordinates with sales and sales engineers on the pre-sales engagement process to ensure product compliance and solutions definition. Consults with sales, sales engineering and downstream organizations to ensure factory supportability, and to obtain assistance with answering any customer inquiries regarding the company's network and service offerings.
- Is a subject matter expert (SME) in the customer care organization with regards to functions,processes, and/or products. Provides coaching and mentoring to peers within the customer care organization. Provides feedback and input in developing, implementing, and evaluating processes,
systems and procedures to achieve annual goals, objectives and work standards.
- Owns and 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 weekly or monthly basis depending upon customer requirements, which is delivered via electronic presentations or in person meetings.
- Responsible for effective and proactive pre-sales engagement which includes product compliance,ensuring factory supportability and solutions definitions.
- May collaborate 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 in order 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.
- May conduct first bill reviews (new or significant changes in services) with new and existing customers to ensure invoiced charges are accurate for contracted products and services. Assists as an escalation point to customers for billing research, 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.

EXPERIENCE: 5+ YEARS in a telecommunications environment with experience performing the aforementioned.

EDUCATION: Bachelor's or greater preferred

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All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin or ancestry, physical or mental disability, as well as any other category protected by applicable federal, state, or local laws.