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.
- Associates or Bachelor’s degree; or four to ten years related experience and/or training; or equivalent combination of education and experience.
- Computer Skills - To perform this job successfully, an individual should have knowledge of Microsoft Office Suite (Excel, Word, Project, Power Point); Explorer Internet software.
- Reasoning Ability - Ability to solve practical problems
- Knowledge of Microsoft Office Suite (Excel, Word, Project, Power Point)
*The salary reflected is a good faith estimate of base pay for the primary location of the position. Our compensation reflects the cost of labor across several U.S. geographic markets, and we pay differently based on those defined markets. The U.S. pay for this position is $55,000 annually. Pay varies by work location and may also depend on job -related knowledge, skills, experience and abilities of the successful candidate. Your recruiter can share more about the specific salary range for the job location during the hiring process.
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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
Top Skills
What We Do
MetTel is a global communications solutions provider for businesses and government agencies. We design and deploy tailored connectivity and networking solutions for voice, data, mobility, and IoT by leveraging our global private network and the industry’s broadest portfolio of innovative technology. Recognized as a Leader in the Gartner Magic Quadrant for Managed Network Services – 2020, 2021, 2022 (current report) – we digitally transform legacy networks with intelligence, security, and dedicated solutions management. This unique combination of solution design, deployment, and management creates an unparalleled customer experience with enhanced productivity and cost-savings, freeing organizations to focus on their core operations. For more information visit mettel.net, follow us on Twitter (@OneMetTel) and LinkedIn, or call us directly at (877) 963-8663. MetTel. Connect Smarter.
To learn more visit: www.mettel.net or email us: [email protected].
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