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Description
Posting Job Title: Service Manager, National Account
Requisition #: 133079BR
Posting Location: United States - Virginia - Herndon
Area of Interest: Customer Service
Sales
Position Type: Full Time
Posting Job Description:
The Time Warner Cable Corporate office currently seeks a National Account Service Manager for our Commercial Operations Department. Below please find a brief description of the essential duties and responsibilities required to function successfully in this position.
Essential Job Functions:
The National Account Service Manager will be responsible for maintaining and enhancing the experience for some of TWC's largest clients, interfacing with care functions including the NASC, CSC and national and regional operations centers on both proactive and reactive customer affecting events. The position will be accountable for post sales support coordination for defined accounts.
Job Requirements:
· Interact with National Account clients (Fortune 500 type clients) via phone and in-person (when needed) to manage day to day account activities and customer inquiries. Improve the customer experience by providing personal support for our largest customers.
· Manage installation of service locations
· Create and track customer orders using Excel spreadsheets and TWC proprietary systems
· Internal liaison between various departments and regions to manage the customer experience.
· Partner with National Account Manager (Sales Teams) to identify business opportunities, participate in pre and post sale meetings when necessary, and keep open lines of communication between all members of the account team.
· Create PowerPoint presentations for client meetings
· Engage the appropriate staff to address customer concerns, technical, or service issues
· Increase customer retention by communicating with customers during outages, delays in service, and providing an avenue to escalate technical issues for quick resolution
· Identify issues that affect the customer experience and work with internal groups to resolve issues and improve processes.
· Participate in customer meetings with sr management and department heads
Preferred Qualifications:
· Minimum of 3 - 5 years of experience in customer service/account management and/or project management/coordination role.
· Ability to coordinate and run meetings, provide timely follow-up and set expectations.
· Three to five years in the telecommunications industry.
· Experience in working with sophisticated enterprise customers on a national basis.
· High sense of urgency, attention to detail, and problem solving abilities.
· Proficiency in Microsoft Word, Excel, and PowerPoint
· Excellent communication skills: written and verbal
· Polished professional who is comfortable interacting with clients in person or on the phone
· Self directed. Ability to take initiative and handle various tasks simultaneously while working efficiently, effectively, and independently . Works well with little direction but can also follow directions and work within a group environment
· Flexible. This is an evolving group and responsibilities change
Education and Experience:
Bachelor's degree (B.A. or B.S.) from four-year college or university; or equivalent training, education and experience.
Travel Requirements:
Travel 20-40 %
We are proud to offer a robust benefits package including medical, dental, vision, pension, a matched 401(k) plan, tuition reimbursement, and discounted services for employees who reside in a Time Warner Cable service area. Qualified candidates should apply online at www.timewarnercable.com.
FCC Unit_TWC 10622 - Corporate Herndon
Details:
Job Id:
34012277
Posted / Updated:
2/9/2012 4:20:44 AM
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