SUMMARY
This position provides service assurance and acts as the key customer interface for all assigned Corporate Advantage customers beginning at account activation and continuing throughout the term of the business relationship. The Account Manager I ensures customer expectations are met.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.
Works in conjunction with the sales team to help define customer support requirements and needs. Assumes responsibility for overseeing all aspects of post-activation service assurance for assigned customers.
Supports Corporate Advantage accounts consisting primarily of POTS and other voice services such as PRI, PBX Trunks. Client base could also include accounts containing data services, VTN, and VoIP services.
Coordinates efforts between all departments (Marketing, Provisioning, Billing, etc.) to ensure successful ongoing support for the customer.
Acts as the single point of contact for all inquiries, complaints, and/or needs of designated customer (s) to ensure requirements are successfully met, thereby increasing customer retention.
Uses discretion to determine which procedures best address each situation, determines the appropriate action required and coordinates resolution with the customer.
Provides timely and accurate reporting to the customer on topics such as recurring or ongoing repair issues, analysis of calling patterns, etc., on a regular basis, makes recommendations for improvement or change if necessary, and follows through with all customer issues. Works with all necessary departments to ensure customer goals are met, and makes recommendations for change based on first-hand knowledge of customer needs.
Promotes growth of customer relationship by providing excellent customer service, identifying additional opportunities and educating the customer on BullsEye’s value added services.
Responsible for internal metric and goal reporting, and management of team projects such as No Cost, Lost Lines, etc.
Some overnight travel maybe required by air and/or automobile to existing and potential clients, and/or agents.
QUALIFICATIONS To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EDUCATION and/or EXPERIENCE Bachelor's degree (B.A.) from four-year college or university; or two to four years related telecom experience and/or training; or equivalent combination of education and experience. Above average computer skills in Outlook, Word, Excel. Good follow-up skills needed to ensure accurate completion of customer requests. Demonstrated ability to multi-task between multiple systems. A high degree of reliability, thoroughness and attention to detail required.
BullsEye Telecom is an Equal Opportunity Employer
