Manager – Customer Care

MetTel is looking for a Manager, Customer Care - Wireless to join our team!  

MetTel’s Manager of Wireless Customer Care is responsible for supervising a group of Care Account Managers and their respective clientele. This individual is responsible for the productivity and quality of the service delivery for his/her team and is expected to ensure strict adherence of departmental standards with regards to process, client satisfaction and revenue recognition. He or she shall be the customer’s senior advocate and shall enact processes that enable him/her to identify items, where possible, that require escalation and be capable to enact and follow through upon that escalation.

Why MetTel?

MetTel is a cutting‐edge telecom service provider delivering software and telecom services to enterprise companies nationwide. Our teams help create next-­‐generation systems to meet the challenge of today’s rapidly changing business climate and set new standards for the telecom industry.

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.

ROLE AND 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 – Review all open requests aligned to his/her portfolio. Intention(s) of the review are:
• Identify errant request and put in motion the necessary activities to remedy
• Use this regular interaction as opportunity to train/mentor staff member, share new policy, perform quality checks.
• Ensure proper “Tracker” is being maintained and properly communicated to client/agent.
• Daily Executive Email – Provide quality assurance oversight and mentoring as it relates to the daily executive summary emails being sent by staff to client so as to ensure quality, offer feedback, recognize when/where insert yourself.
• MBR – 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 (seek counsel from VP of Care/SET/Sales as necessary). Attend critical MBR’s as well as coach staff so as to be proficient in creation/delivery of MBR’s. Assist with communication strategies around sensitive topics, validate staff interpretation of client feedback.
• Ticket Creation – Perform random audit of tickets generated by the team member so as to ensure follow best methods/practices.
• Service Delivery Inquiry – As Account Manager very close to his/her clients review with the AM if any MetTel support teams (NCS, CDA, Sales, Etc.) or systems are cause of concern and in need to attention; bring any forward to appropriate parties for review and remediation.
• Client Relationship(s) - Introduce yourself and maintain a close relationship with the top clients in your team’s portfolio. Must have active dialogue, and document that interaction, with client counterpart at a minimum once a month.
• When applicable recognize when/where to inject yourself to client relationship until full confidence in Account Manager is resumed.

Escalations:

• Review/guide staff through client escalations and remediation action plans. Take ownership of escalation where necessary but intent is to train staff to properly identify/qualify and manage their own escalations.
• Identify, communicate and resolve client escalations that place MetTel/Client relationship in jeopardy, preferably on their own accord, adhering to company standards. Escalations identified, the action plan to remedy and progress of the action plan are to be captured in the Teams Escalation control document.
•  System/Process Overview – When recognized by Manager, one of his/her staff, or brought forward by a client a system/process/report break, or desired improvement, document the item and bring forward to the appropriate team(s) for remediation/review. Will be necessary to offer client reasonable updates and where possible ancillary support until resolved.
• Participate in CSAT & NPS program as then defined.
•  Will carry a MetTel provided cell phone so as to 1) be available to receive after hours calls for client escalations; 2) perform regular cursory reviews of email so as to recognize when/where he/she may need to insert themselves to assist a situation/request that cannot reasonably wait until the following business day.

General:

• 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.
• Manages daily operations so as to best support MetTel’s pursuit of published SLA.
• Identifies and resolves problems and inconsistencies and suggests appropriate corrective procedures.
• Maintains harmony among workers and resolves grievances.
• Recognizes additional revenue opportunities and communicates the potential to immediate SET/Sales.

DESIRED SKILLS AND EXPERIENCE:

• 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 crirical 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.
• The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

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

Keywords: WirelessCare, Manager, CustomerCare