Customer Care Manager

Company Description

At Brightspeed, we are reimagining how people live, work, play and connect by providing fast, reliable internet connections and an awesome customer experience in twenty states throughout the Midwest and South.

Backed by funds managed by Apollo Global Management, our vision is to accelerate the upgrade of copper to fiber optic technologies, bringing faster and more reliable internet service to many rural markets traditionally underserved by broadband providers, while delivering best-in-class customer experience.

Be a part of the team that will make this vision a reality…designing and building a world class fiber network and creating a customer experience second to none.

Job Description

Brightspeed is looking for a driven, creative, experienced, and energetic leader to join our team and help support our life and safety customers.

Operating in a highly cross-functional environment, the Customer Care Manager is influential and has an ability to make an immediate, significant impact on the business. You will focus on supporting and large revenue customer accounts. You will be the primary point of contact for all the customer technical, operational, and escalated issues.

As a Customer Care Manager, your duties and responsibilities will include:

The Customer Care Manager is the single point of contact for strategic revenue customer accounts with complex product needs. In this position, you will proactively manage customers’ service needs ensuring the highest level of satisfaction, exceeding deliverables and timelines within the Customer Journey.

• Manage interactions from the order origination through revenue assurance
• Promote revenue growth, retention, and overall client satisfaction
• Provide support, coordination, and guidance on client and service delivery processes
• Serve as the escalation point for customer inquiries and issues
  • Includes: order origination and validation, project management, service scheduling, technical customer account management, MACD handling, billing and revenue assurance
• Communicates order status and governance via client facing communication
• Meet learning, development and personal growth objectives to provide a superior customer experience
• Deliver data and feedback to other internal organizations on chronic performance issues and recommendations
• Provide Client Business Reviews on a recurring basis, no less than bi-annually
• Support Service Assurance and Repair in Network Service Review (NSR) presentation to client
• Initiate mitigation strategies to optimize customer solution delivery
• Collaborate with Sales and Operations ecosystem to execute a connected Customer Journey (LBGUPS – Learn, Buy, Get, Use, Pay, Support)

Professional Success Competencies:

• Communicating - Conveying information and ideas to others in a convincing and engaging manner through a variety of methods, both internal and external.
• Problem Solving and Decision Making – Identifying issues, problems, and opportunities; obtains and compares information from various sources to draw conclusions, develops and evaluates alternatives and solutions, solves problems, & chooses a course of action.
• Driving for Results - Setting ambitious standards of performance for self and the overall team; responsibility for work goals; initiates, focuses, and monitoring the efforts; proactively acting, and going beyond what is needed.
• Client & Partner Relationships - Developing and sustaining relationships based on an understanding of client, partner and stakeholder needs and actions.

Qualifications

WHAT IT TAKES TO CATCH OUR EYE:

• Bachelor’s Degree and/or minimum of 10 years in the telecommunications industry
• Must have customer facing experience in a similar role at a prior telecommunications company supporting large revenue Enterprise and Wholesale customer base
• Executive level presence and able to communicate with client stakeholders
• Extensive knowledge of TDM and IP based voice and data services
• Must be able to work in a fast-paced environment, and work collaboratively with marketing, sales, and channel management colleagues to support revenue growth.
• Must have strong personal leadership skills and is a professional, responsive, and a good team player
• Ability to work under pressure to tight deadlines
• Strong customer focus and excellent attention to detail

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Additional Information

WHY JOIN US?

We aspire to contemporary ways of working.

Recognized as a Top Workplace by the Charlotte Observer, Brightspeed HQ is located on the 7th floor of the new Vantage South End - East Tower in Charlotte, NC. We prioritize hiring talent in the Charlotte area, whenever possible, to make it a truly vibrant destination for our hybrid workforce. At Brightspeed, we have roles that are designated as remote, hybrid, office or field-based, depending on the position, business needs and individual circumstances. We also invest in technology that enables our entire team to stay connected. Why? Because Brightspeed recognizes the value of finding the best talent for the job, wherever they may be.

We offer competitive compensation and comprehensive benefits.

Our benefits and paid time off programs reflect our underlying belief in promoting overall wellness through physical, emotional and financial health. Brightspeed offers a comprehensive benefit program, including competitive medical, dental, vision, and life insurance; an employee assistance program; a 401K plan with company match and a host of voluntary benefits.

Inclusion and belonging are at the center of our grounding belief in Being Real .

When we bring our authentic selves to work, everyone is better as a result. A diverse team helps us be fierce advocates for more accessible, inclusive and high-quality internet, because we believe doing so promotes equity in the communities we serve.

Brightspeed is an Equal Opportunity Employer that is committed to inclusion of all qualified individuals, including individuals with a disability/veterans. If you require reasonable accommodation to complete a job application or to otherwise participate in the hiring process, please contact [email protected] to initiate the accommodations process.

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