The Role

The Customer Care Manager IV is the single point of contact for assigned customer accounts which typically have a large revenue scope, complex product needs, and/or require significant project management due to the size of the organization. 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.

The Main Responsibilities

• Manage interactions from the customer order through billing to ensure highest levels of customer satisfaction
• Promote revenue growth, retention, and overall customer satisfaction
• Serve as the conduit and escalation point for exception problem management of customer 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
• Manage large and complex customer implementation projects which include but are not limited to creating and maintaining detailed project schedules, tracking the project’s financial state, understanding unique aspects of projects as well as understanding technical and operational specifications
• Own and manage all customer communications or escalations pertaining to new install orders
• Manage all aspects of the conversion of sales to revenue for the company
• Manage all service activation elements of customer orders from order entry through service “turn up.” Communicate order status in a timely manner to customers via conference call, emails and phone calls
• Initiate and track the timely and accurate moves, adds, changes and disconnects to the customer’s services based on their requests
• Coordinate proactively with sales and sales engineers on the pre-sales engagement process to ensure product compliance and solutions definition
• Own and create service delivery and service management performance review presentations

What We Look For in a Candidate

Basic Qualifications

• • Bachelor’s Degree or minimum, 3-5years 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 
  • 3 to 5 years of telecommunications/technology experience.

Legal Statements

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Compensation

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

$60,207 – $100,344 in these states: AR, ID, KY, LA, ME, MS, NE, SC, and SD.
$63,400 – $105,600 in these states: AZ, AL, FL, GA, IN, IA, KS, MO, MT, NM, ND, OH, OK, PA, TN, UT, VT, WV, WI, and WY.
$66,544 – $110,907 in these states: CO, HI, MI, MN, NV, NH, NC, OR, and RI.
$69,713 – $116,188 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.

What to Expect Next