Client Experience Account Manager

Job Description

Job Description

MetTel is a global communications solutions provider with the most complete suite of fully managed services that focus on secure connectivity, and network and mobility services. We simplify communications and networking for business and government agencies. Our customers include many of the Fortune 500, and Gartner recognizes us as an industry leader. We have the broadest portfolio of technology and integrated partnerships, as well as our private network, which we use to create tailored solutions design, deployment, and ongoing management, driving cost savings, efficiency, innovation, and the ability to focus on core objectives.

We believe that each team member is a key to the success and sustainability of the group. In order to achieve this, we offer an environment where all professionals can grow and develop their skills and competencies, collaborate with diverse professionals, share knowledge and enjoy a rewarding career.

We are looking for a Client Experience Account Manager to join our Operations Team!

Role and Responsibilities :

The Account Manager's responsibility is to be the clients advocate and primary point of contact in support of their day-to-day service requests (e.g. deliver / disconnect telecommunications services, initiate, manage, escalate repairs, address billing inquires / disputes, etc.). The requests will cross multiple disciplines (Voice, Data, and Hardware) and require that the manager be capable of interpreting, validating and ensuring MetTel's timely delivery of the desired end result. On occasion the Manager will be asked to contribute to company projects intended to better MetTel processes and or service offering. The function includes but is not limited to the following :

• Service Request Oversight & Advocacy : Perform a daily review of open tickets utilizing the then current tool sets
• Repair - When presented with a repair employ the triage processes
• Control Document Maintenance & Presentation
• InContact IVR Participation
• CSAT Awareness & Execution
• Billing disputes
• MetTel System Knowledge
• Communication
• Product / Process Knowledge

Desired Skills and Experience :

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.

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MetTel is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military / veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws.

To learn more about our company visit us at www.mettel.net