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Client Service Manager

07/02/2018Call Center
Job Location:
Charleston, WV
Metro Area:
WV - Charleston-Huntington
Company Name: Verizon
Website:  Click to Visit

What you’ll be doing...

The Client Service Manager plays an overarching client relationship and governance role, acting as liaison between the customer and Verizon. You will develop customer relationships to ensure comprehensive understanding of their business and how those interact with the solutions and services provided by Verizon. You will also monitor and report on key performance indicators that measure the internal Verizon business and the client satisfaction. When appropriate you will develop and execute Service Improvement Plans and drive necessary changes with internal Verizon organizations and the customer for positive change. You will serve as a point of escalation for the customer in times of outages and contractual challenges.

  • Drives post-sales, lifecycle relationship, and support to solve a wide range of complex issues/problems.
  • Manages resources (dotted-line) responsible to deliver services to meet customer contractual commitments for more complex accounts for orders following project closure.
  • Manages Verizon services from delivery through lifecycle support.
  • Responds to and handles any service management issue (Problem management, billings, orders, Governance, overall health of the account, VEC, QBR's).
  • Monitors defined KPIs (Key Performance Indicators) across several technologies and implements action plans when metrics fall below agreed KPIs.
  • Provides financial support relative to contractual commitments and SLA’s, including billing account strategy, setup and optimization.
  • Evaluates trends in network outages and develops systems to reduce outage frequency and duration and increase.

What we’re looking for...

You'll need to have:

  • Bachelor's degree or four or more years of work experience.
  • Three or more years of relevant work experience.
  • Experience with telecommunications technologies and provisioning including data and VOIP services.
  • Financial and Accounting experience including forecasting and budgeting.
  • Program Management reporting experience including service level management.

Even better if you have:

  • A degree.
  • Excellent written and verbal communication skills.
  • Excellent customer care skills.
  • Ability to thrive in a dynamic environment, working across multiple levels of management (internal, external, vendor).
  • Used understanding of client needs to drive development of solutions that are aligned with customers’ emerging business needs.

When you join Verizon...

You’ll be doing work that matters alongside other talented people, transforming the way people, businesses and things connect with each other. Beyond powering America’s fastest and most reliable network, we’re leading the way in broadband, cloud and security solutions, Internet of Things and innovating in areas such as, video entertainment. Of course, we will offer you great pay and benefits, but we’re about more than that. Verizon is a place where you can craft your own path to greatness. Whether you think in code, words, pictures or numbers, find your future at Verizon.

Equal Employment Opportunity

We're proud to be an equal opportunity employer- and celebrate our employees' differences,including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and Veteran status. Different makes us better.

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