Customer Care Mgr II

Acts as a single point of contact for a group of assigned customer accounts which typically have a medium revenue scope or have moderate product needs. Manages any interactions from the customer order through billing to ensure highest levels of customer satisfaction. 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.

* Act as single point of contact for intermediate level implementation lifecycle management on a group of assigned customer accounts.
* Partner closely with sales and service delivery eco-systems to understand and implement sold solutions.
* Provide critical date management and escalation support to meet committed delivery objectives.
* Validate order details for sold services
* Follow established protocol for submitting orders to Order entry and provisioning.
* Provide timely response to customer and service delivery inquiries.
* Pro-actively manages the customer's service needs to ensure the highest levels of customer satisfaction and that their expectations are met.

* Bachelor's Degree or minimum,1-2 years of related experience
* Customer service, problem solving and analytical skills
* Verbal, written and interpersonal communication skills
* Collaboration skills and use a team approach to accomplishing work
* Self-starter
* Ability to multi-task
* Experience using Computer Systems and Windows-based applications including word processor, spreadsheet

Preferred Qualifications:
* Understanding of technical products and services
* Basic Project Management skills
* Knowledge of order process and technical side of the provisioning process
* 1 to 3 years of telecommunications/technology experience.

In any materials you submit, you may redact or remove age-identifying information such as age, date of birth, or dates of school attendance or graduation. You will not be penalized for redacting or removing this information.

The starting salary for this role differs based on the employee's primary work location. Employees typically do not start at the top of the range, though compensation depends on each individual's qualifications.

Location Based Pay Ranges

$46313 - $61750 in these states: AR, ID, KY, LA, ME, MS, NE, SC, and SD.
$48700 - $65000 in these states: AZ, AL, FL, GA, IN, IA, KS, MO, MT, NM, ND, OH, OK, PA, TN, UT, VT, WV, WI, and WY.
$51188 - $68250 in these states: CO, HI, MI, MN, NV, NH, NC, OR, and RI.
$53625 - $71500 in these states: AK, CA, CT, DE, DC, IL, MD, MA, NJ, NY, TX, VA, and WA.

As with the pay range variety that's based on the region of a country, specific offers are determined by various factors such as experience, education, skills, certifications and other business needs.