Manager - Account Service

Altice USA
United States, West Virginia, Scott Depot
Dec 21, 2024
Optimum Are you looking to Optimize your life? Start your exciting path to a rewarding career today! We are Optimum, a leader in the fast-paced world of connectivity, and we're on the hunt for enthusiastic professionals to join our team! We understand that connectivity isn't just a luxury anymore - it's a necessity that empowers lives, fuels businesses, and drives innovation. A career at Optimum means you'll be enabling progress and enhancing lives by providing reliable, high-speed connectivity solutions that keep the world connected. We owe our success to our amazing product, commitment to our people and the connections we make in every community. If you are resourceful, collaborative, team-oriented and passionate about delivering consistent excellence, Optimum is the Company for you! We areOptimum! Job Summary ROLE Responsible for building and maintaining a positive relationship with the sales community; driving company methodology, accountable for the overall relationship for our customers ensuring a first in class experience. The ideal candidate will have foundational knowledge of IDA, Salesforce and REMEDY. The candidate will also have the ability and willingness to engage in complex billing analysis. Responsible for building and maintaining a customer service relationship, driving company methodology. Responsibilities Own and develop Customer Relationships. Conduct Periodic Customer Account Reviews to Monitor Existing Services and Ensure SLA's. Act as the primary intermediary between the customer and Optimum / Suddenlink for process issues. Complete sales on existing services, e.g. Moves, Adds and Change's. Monthly, obtain and collate customer data for Stewardship Reports. Prepare Customer Service Improvement Plans as needed to address service issues and achieve improvements in service performance. Monitor customer feedback (e.g. surveys, escalations and complaints). Manage executive level customer escalations and service recovery, ensuring successful closure - Work directly with Customers to obtain and maintain Customer Contact. Complete Carrier ASR orders for adds and disconnects. As requested by Customer, research customer invoices and investigate installation orders. Monitor customer feedback (e.g. surveys, escalations and complaints). #LI-AD1 Qualifications A minimum of 5 years' experience in the telecommunications industry. Outstanding analytical and problem-solving skills along with the ability to collaborate cross-functionally. Knowledge of the billing processes for IDA. Knowledge with supporting customer contractual Service Level Agreements. High Energy Level is required to take escalations and respond to any customer related issues with the data/voice product lines. Entrepreneurship is required to be able to think out of the box. Excellent presentation and communication skills required. Strong Skills in organizational development and process improvement. Demonstrated Creativity to provide solutions to issues related to the pre and post sales organization's ability to promote team environment. Demonstrable experience developing processes and tools which drive organizational efficiency and scalability. Other skills required are excellent interpersonal skills. Needs to be very honest and the ability to maintain customer confidentiality. Should be able to express ideas in clear and concise manner. Bachelor's degree or equivalent experience required. Fluent in PC use of Microsoft Windows, specifically Word, Excel, Power-Point, Visio. Ability to articulate highly technical information to a non-technical staff and customer. Extensive knowledge of the Sales environment. At Optimum, we're fueled by our four core pillars: Taking Ownership, Upholding Transparency, Creating Community, and Demonstrating Expertise. Our commitment to empowering employees to take responsibility and embrace proactive problem-solving underpins Taking Ownership. Upholding Transparency is at the core of our culture, with open and honest communication fostering trust among our dedicated team and loyal customers. Creating Community is more than a goal; it's our daily commitment to fostering an environment of collaboration, innovation, and positivity. Demonstrating expertise is a promise we uphold through continuous learning and engagement with our customers to consistently deliver top-quality products and services. These pillars not only shape our culture but define Optimum as a place of excellence, trustworthiness, and thriving community, and we invite you to be a part of our journey. If you have the drive to succeed and are ready to embark on a thrilling career, seize this opportunity today, and join our winning team, so together, we'll shape the future of connectivity. All job descriptions and required skills, qualifications and responsibilities for a particular position are subject to modification by the Company from time to time, in the Company's discretion based on business necessity. We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, national origin, religion, age, disability, sex, sexual orientation, gender identity or protected veteran status, or any other basis protected by applicable federal, state, or local law. The Company provides reasonable accommodations upon request in accordance with applicable requirements. Optimum collects personal information about its applicants for employment that may include personal identifiers, professional or employment related information, photos, education information and/or protected classifications under federal and state law. This information is collected for employment purposes, including identification, work authorization, FCRA-compliant background screening, human resource administration and compliance with federal, state, and local law. Applicants for employment with the Company will never be asked to provide money (even if reimbursable) as part of the job application or hiring process. Please review our Fraud FAQ for further details.