Strategic Account Operations Manager Location: Naperville, IL, USA Area of Talent: Customer Care - Call Center Job Type: full time Req. Number: 83441 Business Unit: Call Center Core Responsibilities: - Must be able to read and understand contracts, SLAs, and technical requirements to ensure compliance and drive performance metrics related to time and financial obligations for a portfolio of national accounts - Continually monitor and adjust work status queues, respond to, and resolve national account customer pre-install issues through independent decision making and cross functional engagement and collaboration - Ensure appropriate billing system structure and issuance. Within limits, has authority to resolve one-time or on-going billing issues including but not limited to; credits and adjustments for service interruptions, network performance or delays. - Develop and communicate customer implementation strategies to support the migration of Voice, Video and Data services onto the Comcast network delivered by Fiber or Hybrid Fiber Coax. - Provide operational consultation to sales and fulfillment teams during the sales proposal process including customer site visits as required pre- sale - Advise the sales account manager on possible opportunities to generate additional revenue and/or units by conducting regular account analysis. Business recommendations may include installation of new/additional products, identification of sites newly ready for installation, and upgrades to existing levels of service - Project Manage the overall installation of multi-site customers from design of services and sale to implementation. Cultivate and maintain relationships with field operations to ensure order fulfillment and quality assurance activities are completed in a timely manner. - Coordinate and direct technical resources to support customer information requests related to Comcast Business Services products and services such as Internet, Voice and Data solutions, managedIP, business systems and managed services. - Other duties and responsibilities as assigned. Job Specification: - Bachelors Degree or Equivalent - Generally requires 5-7 years related experience Comcast is an Affirmative Action/EEO employer M/F/D/V Apply online at jobscast/jobs/descriptions/Strategic-Account- Operations-Manager-Naperville-Illinois-job-4898730
Posted on: Sat, 15 Nov 2014 13:31:06 +0000
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