Job Posting for Mgr, Customer Service at Frontier Communications
Frontier Communications Corporation (NASDAQ: FTR) is a leader in providing communications services to urban, suburban, and rural communities in 29 states. Frontier offers a variety of services to residential customers over its fiber-optic and copper networks, including video, high-speed internet, advanced voice, and Frontier Secure® digital protection solutions. Frontier’s video offerings include Frontier® and Vantage TV by Frontier™ with 100 percent HD picture quality, Total Home DVR, instant channel change, enhanced search, Video on Demand, and much more. Frontier Business ™offers communications solutions to small, medium, and enterprise businesses. More information about Frontier is available at www.frontier.com.
Customer Service Manager
Job Description
Requirements and Responsibilities
Plans, organizes, directs, set controls, and provides leadership for the Enterprise Customer Service staff of a region, and the invoicing and billing resolution team. This position requires a bachelor's degree in a related area. Manages supervisor, and subordinate staff in the day-to-day performance of their jobs, manages to improve customer experience of a regional geography, and measures and reports KPIs at regional performance levels. Ensures that project/department milestones/goals are met driving the workforce to the regions KPIs, tracking, documenting, and adhering to policies, human resources requirements and approved budgets. This position has full authority for personnel actions. Manages requirements to learning and growth in teams. Typically requires 5+ years experience in the related area as an individual contributor. 1 to 3 years supervisory experience may be required.
Responsibilities:
Serve as the leader of Enterprise service experience operations within a region and serving as the lead for service experience to sales leaders, enterprise customers and internal offices. Full responsibility to build long-term relationships with customers that foster loyalty.
Manage mentor programs and be available to leaders, team, customers, and sales partners for service and experience related needs that afford the opportunity to improve customer service experience
Develop a trusted advisor; custodian of the customer relationship with identified Top 10 accounts, customer stakeholders and executive sponsors
Ensure and the inspect that the teams are performing timely ordering of our solutions, disputes, pricing/proposals and request according to customer needs and objectives
Communicate clearly the progress of monthly/quarterly initiatives to internal and external stakeholders via required QBR
Forecast and track account metrics at regional level that include TBR increase/decrease, risk tied to customer with details, account health, and current activity for QBR
Update job knowledge by participating in educational opportunities in Brainshark, Salesforce, Cornerstone, Compass, and external resources; reading professional publications; maintaining personal networks; participating in professional organizations
Enhance department and organization's reputation by accepting ownership for improving process and experience and streamline time to billing; exploring opportunities to improve
Responsible for keeping current clients satisfied and delivering above expectation customer experience
Integrate tactics to leaders to inspect and take action that reinforces our values
Responsible for working with the Sales team to improve customer experience
Requirements:
Demonstrated ability to communicate, present and influence credibly and effectively at all levels of the organization, including executive and C-level
Experience in delivering client-focused solutions based on customer needs
Proven ability to manage multiple projects at a time while paying strict attention to detail
Excellent listening, negotiation and presentation skills
Excellent verbal and written communications skills
Bachelor's Degree in appropriate field of study or equivalent work experience
5+ years of marketing experience and 3+ years of management experience
Self-motivated and able to thrive in a results-driven environment
Ability to prioritize among competing tasks
Critical thinking and problem-solving skills
Excellent time and project management skills; always looking to improve inefficient processes
Salary.com Estimation for Mgr, Customer Service in CHARLESTON, WV
$55,096 to $82,842
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