Customer Success Manager II

Role Overview

• Manage customer case queue by working, resolving or reassigning cases in a timely manner. Providing regular updates to the customer until case is closed.
• Provide frontline call support for customers, end users and law enforcement.
• Provide clear concise documentation on all cases and tickets.
• Communicate effectively, clearly and concisely (written and verbal) with both customers and internal team members.
• Resolve customer issues by addressing issues and escalating urgent problems to the correct team and/or management.
• Assist with Portal Training and initial account provisioning for new and existing customers.
• Conduct ongoing customer portal training as needed.
• Address product and service inquiries by obtaining information from internal stakeholders and communicating back to customers.
• Assist with 911 address validations and provisioning.
• Act as primary point of escalation assistance for customers.
• Act as liaison between customer and internal partners (Translations, NOC, Sales, Product, Billing); escalating on customer behalf when necessary.
• Conduct invoice reviews with customers.
• Utilize reporting tools (Qlikview, BART) to address basic customer reporting questions.
• Maintain customer profiles with adherence to CPNI rules.
• Deliver contract amendments (rate changes) to customers.
• Encourage and support customers in utilization of standard engagement procedures and tools, such as the customer portal and escalation guidelines.
• Build strong internal and external relationships.
• Embrace the company culture and participate in ongoing training, including staff meetings.
• Assist with special projects as needed.
• Monitor customer capacity weekly and update trunks as necessary.
• Contributes to the creation of process, policy and job aids for the team so that they may best support and troubleshoot customer inquiries and issues.
• Assists with training for new hires on programs and procedures.
• Perform other job-related duties as assigned.

Requirements

• Bachelor’s degree with business major or equivalent work experience.
• 3-5 years of Customer Service experience within the telecommunications industry preferred.
• Knowledge of basic switching technologies, routing and IP protocol.
• Highly proficient in MS Software applications, specifically, Excel, PowerPoint and Word.
• Knowledge of Messaging desired.
• Experience working in Salesforce desired.
• Superior Customer Services skills to help drive and maintain CSAT
• Strong interpersonal skills – ability to engage and work with a variety of personalities and individuals
• Strong organizational skills with multi-tasking abilities and ability to work well in highly pressured situations
• Strong technical troubleshooting and problem-solving skills
• Self-Motivated with a high energy level and positive attitude, exhibiting initiative and resourcefulness
• Ability to prioritize; balance multiple projects with strong follow-up skills and adherence to SLAs
• Operate with a high degree of professionalism, credibility and business sense
• Experienced with being a "self-starter" and "finisher" with common sense and ability to stay with a problem through resolution
• Accountability
• Ability to accept responsibility and account for his/her actions
• Analytical Skills
• Ability to use thinking and reasoning to solve a problem
• Autonomy
• Ability to work independently with minimal supervision and manage time effectively to meet deadlines
• Communication, Oral
• Ability to communicate effectively with others using the spoken word
• Communication, Written
• Ability to communicate in writing clearly and concisely
• Business Acumen
• Ability to grasp and understand business concepts and issues
• Presentation Skills – Clear and authoritative presentation and communication skills when working with customers
• Customer Oriented
• Ability to take care of the customer’s needs while following company procedures
• Detail Oriented
• Ability to pay attention to the minute details of a project or task
• Initiative
• Ability to make decisions or take actions to solve a problem or reach a goal

Tech Stack

• Switching

Benefits

• STAY HEALTHY: We offer comprehensive market competitive medical, dental, and vision plans. A variety of supplemental plans are also provided to meet your individual needs including access to telehealth for all participants.
• CARE FOR YOURSELF: Take advantage of our free virtual counselling resources through our global Employee Assistance Program. Your mental health is as important as your physical health.
• SECURE YOUR FUTURE: Plan for your future with our Roth and Pre-tax 401(k) options including an employer match for all participants.
• TAKE A BREAK: Enjoy a generous paid time off program. We value balance and understand that performance at work requires time to rest at home and/or rejuvenate on vacation.
• PUT FAMILY FIRST: We know that families can be built in a variety of ways; therefore, we offer paid parental leave and family planning support.
• WORK WHEREVER: Our flexible remote work offerings allow you to work wherever you are the most productive and successful. It is what you do, not where you work, that matters.
• MAKE AN IMPACT: Support betterment in your community and beyond by taking paid time off to support a volunteer program of your choice.