Account Manager – Technical Customer Support
| Company | MetTel |
|---|---|
| Location | Holmdel, NJ, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | Bachelor’s |
| Experience Level | Junior, Mid Level |
Requirements
- Technical in terms of having hands on Wireless and / or Wireline Experience (i.e. repairs, moves, adds, changes)
- Customer Support experience addressing customer issues through to resolution
- Knowledge of Microsoft Office applications
- Bachelor’s Degree is required
Responsibilities
- Manage all aspects of your customers’ accounts, including repairs, moves, adds, and changes
- Conduct periodic bill reviews and address any billing inquiries or issues with billing
- Communicate directly with customers by telephone, electronically, or face-to-face
- Interact with customers to provide and gather information in response to inquiries, concerns, and requests about products and services
- Respond promptly to customer trouble reports and escalations
- Handle and resolve customer complaints
- Direct requests and unresolved issues to the designated resource/department
- Manage customers’ accounts regarding billing and financial concerns
- Keep records of customer interactions and transactions
- Record details of inquiries, comments, and complaints
- Record details of actions taken and escalate internally where required
- Follow up on customer interactions
- Interface directly with various teams or departments internally to facilitate or improve the customer experience
- Participate in a variety of special projects as requested
Preferred Qualifications
- Technical Customer Support experience required
- Account Management, preferably based with company support rather than individual or user support
- Customer Support experience with clients or user facing calls