Manager – Customer Care – Wireless
| Company | MetTel |
|---|---|
| Location | Holmdel, NJ, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | |
| Experience Level | Senior, Expert or higher |
Requirements
- Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
- Ability to write reports, business correspondence, and procedure manuals.
- Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
- Ability to draw large amounts of data from varied MetTel platforms so as to analyze critical data points in support of larger goal.
- Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
- Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
Responsibilities
- Manage the Care Operations for all designated clients.
- Perform a weekly review with each assigned account manager so as to go over open service requests.
- Ensure proper ‘Tracker’ is being maintained and properly communicated to client/agent.
- Provide quality assurance oversight and mentoring as it relates to the daily executive summary emails being sent by staff to client.
- Review the MBR deck about to be presented to the client; verify for accuracy, recognize what may be a difficult data point and advise staff on how to present.
- Perform random audit of tickets generated by the team member so as to ensure follow best methods/practices.
- Introduce yourself and maintain a close relationship with the top clients in your team’s portfolio.
- Review/guide staff through client escalations and remediation action plans.
- Identify, communicate and resolve client escalations that place MetTel/Client relationship in jeopardy.
- Document system/process/report breaks or desired improvements and bring forward to the appropriate team(s) for remediation/review.
- Participate in CSAT & NPS program as then defined.
- Mentor/Train staff on MetTel products/systems/policy needed to support their clientele.
- Maintain staff schedules so as to ensure no gaps in coverage.
- Vet billing disputes and present valid disputes to the VP of Care for approval.
- Manage daily operations so as to best support MetTel’s pursuit of published SLA.
- Identify and resolve problems and inconsistencies and suggest appropriate corrective procedures.
- Maintain harmony among workers and resolve grievances.
- Recognize additional revenue opportunities and communicate the potential to immediate SET/Sales.
Preferred Qualifications
- Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
- Ability to write reports, business correspondence, and procedure manuals.
- Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
- Ability to draw large amounts of data from varied MetTel platforms so as to analyze critical data points in support of larger goal.
- Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
- Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.