Wholesale Service Manager
Company: Windstream Communications
Posted on: May 16, 2022
The Resale Service Manager drives retention by providing top
tier support for Resale customer's existing products and services.
The Resale Service Manager becomes the customer's primary advocate
for a wide variety of account inquiries. The diverse nature of the
position makes the Resale Service Manager extremely valuable to
management and other internal cross-functional teams. The high
level of customer satisfaction resulting from this type of account
support is required to promote revenue
growth.Responsibilities:Advocate for and support customers during
the operational experience, anticipating needs and addressing
requests in an effective and efficient manner.
Champion the customers' service experience by executing qualitative
and timely service reviews, management of the Customer Health
Dashboard and maintenance of critical documents to include customer
expectations, service level agreements (SLA's), and network
Serve as the subject matter expert for customer and internal SLA's,
operational processes, and ongoing plans to support accurate
expectation setting with customers and cross-functional teams.
Identifies and communicates key operational and customer process
gaps. Provides necessary get-well plan oversight until initiatives
Help customers navigate Windstream by maintaining and refreshing
information to make it easy for customers to do business including:
an overview of current Windstream contact lists, validation of
Customer contact information, review of customer engagement tools
Foster and maintain an extensive internal network of key contacts
to assist with providing a best in class and differentiated
customer experience for assigned customers.
Address escalations quickly, coordinate internal ownership and
resolution, and communicate with customers to restore
Support customer inquiries for reporting
Collaborate with Account Executive, Account Manager, and Sales
Engineer with growth/retention strategy by assisting with orders,
questions, address validations, loop qualification, CSRs.
Execute additional Service Management activities and projects as
defined by functional goals and objectives.
Job RequirementsMinimum Requirements:College degree and 4-6 years
professional level experience with 1-3 years supervisory
experience; or 8 years professional level related experience with
1-3 years supervisory experience; or an equivalent combination of
education and professional level related experience
EEO Statement: Windstream is an equal opportunity employer. At
Windstream, we celebrate the authenticity and uniqueness of our
people and their ideas. All qualified applicants will receive
consideration for employment without regard to race, color,
religion, sex, age, national origin, genetic information, protected
veteran status, current military status, disability, sexual
orientation, gender identity, marital status, creed, citizenship
status, or any other status protected by law, and to give full
consideration to qualified disabled individuals and protected
veterans. The diverse voices of our employees fuel our innovation
and our inclusive culture. Employment at Windstream is subject to
post offer, pre-employment drug testing.
Keywords: Windstream Communications, Greenville , Wholesale Service Manager, Executive , Greenville, South Carolina
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