Engagement Manager

Employer
Advantage Resourcing
Location
Herndon, VA
Posted
Jan 14, 2019
Closes
Jan 18, 2019
Function
Management
Industry
Other
Hours
Full Time
Job Title: Engagement Manager - Herndon, VA Job Description: Engagement Manager Acts as a single point of contact for a group of assigned customer accounts which typically have a medium to large revenue scope or have moderate to high complex product needs. Manages any interactions from the customer order through billing to ensure highest levels of customer satisfaction. Pro-actively manages the customers 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. Ideal candidate: * Minimum of 3 years related customer service experience in the telecommunications industry * Must have project management experience in planning and organizing data from various sources into concise relevant information * Experienced in interfacing with internal and external customers towards effective management of a project or customer expectations * Demonstrated ability to influence and collaborate across organizational boundaries * Strong PC skills in Microsoft Outlook, Word, Excel and PowerPoint * Develop documentation to be reported to all levels of management and customers * Effective problem solving and troubleshooting skills Essential 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 customers services based on their requests. May also be provided with a level of authority to provide customer credits related to disconnect retention efforts to be used at their discretion. * 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 * 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. Job 352079 About Advantage Resourcing At Advantage Resourcing, our primary objective is to perfectly align the best people with the appropriate jobs. These jobs may be temporary assignments or career positions. We place talented people in a wide variety of jobs working with our client companies in areas such as: engineering, IT, technical, manufacturing, skilled trades, distribution, call centers, clerical, accounting, finance and sales. Our strength is being able to solve our clients workforce needs by matching people that have the right skills, knowledge and motivation to each opportunity. Advantage Resourcing can help you discover the personal and career success you desire. The Company supports affirmative action and equal employment opportunity. The Company will provide equal employment in employment practices to all applicants for employment. Employment decisions shall be made without regard to any protected characteristic such as, but not limited to, race, color, religion, gender, age, disability, national origin, ancestry, citizen status, gender identity, sexual orientation, marital status, status in regard to public assistance, disabled veterans, recently separated veterans, Armed Forces service medal veterans and other protected veterans, genetic information and other legally protected classes. Furthermore, the Company is an E-Verify employer. Information provided on this application will not be used for any discriminatory purposes. The Company complies with all applicable federal, state and local non-discrimination laws and regulations. The Company will provide reasonable accommodations in the application or interviewing process. If you need a reasonable accommodation in the application or interviewing process, please contact us. Additional Details: Job ID: 352079 Dept ID: 10600 Location: Herndon, VA United States of America Industry: Online / Full App Job Type: Temp Position Folder Group ID 258 Posted Date:1/10/2019 Domain:arna Contact: [Click Here to Email Your Resume]

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