Business Resolution Manager I, Spectrum Business

Do you want to use your strong client focus to escalate and troubleshoot issues? You can do that. Ready to communicate, research, document and resolve escalations and complex client disputes? As an Enterprise Resolution Manager at Spectrum Business, you can do that.

Spectrum Business provides modern enterprise technology solutions that meet the unique needs of some of the country's biggest brands. If you're looking to build your most successful career, support client growth and work alongside intelligent, driven professionals, you can do that. We're ready to go all in on your future and create an engaging environment.

Be part of the connection:

Through your expertise and understanding of each client's needs, you resolve EOS Core Arbitration Forum (ECAF) complaints, escalations and assigned client disputes. You perform any associated post-mortem analysis and reporting on these high-profile client issues. You work in an office environment interacting with multiple VIP clients daily via telephone, email and client portal.

How you can make a difference:

• Monitor and respond to client technical support and billing issues to ensure timely resolutions.
• Escalate complex issues, provide leadership and bring together the required teams to resolve issues.
• Manage the research and delivery of post-mortem and root cause analysis to recommend process and policy adjustments.
• Collaborate with other departments to handle client needs, issues, inquiries or questions.
• Use strong listening, sound judgment and probing techniques to skillfully manage negotiations with upset clients.
• Update internal databases with all required client information.
• Establish and monitor internal control procedures to support assigned accounts and provide contract information for tracking and submission to regulatory agencies.

WHAT YOU BRING TO SPECTRUM BUSINESS

Required qualifications:

• Experience: Five or more years of telecommunications sales or client services experience; Five more years of B2B sales or client services management experience; History of building and managing a client services team; CLEC, telecommunications, and Ethernet sales experience.
• Education: High School Diploma or equivalent. Bachelor's Degree in a related field or equivalent combination of education and experience.
• Technical skills: Five or more years of CSG and other billing systems. Five or more years of Salesforce.com or equivalent CRM experience. Familiar with internet technologies, LAN, WAN and VPN; Proficient in Microsoft Office.
• Skills: Prioritization, organizational, presentation and English communication skills.
• Abilities: Ability to manage enterprise clients.

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