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| Company: |
MMP |
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| Job Title: |
Wireless Client Services Manager |
| Job category: |
Customer Service |
| Job Location: |
Dallas - TX Texas - USA |
| Job Reference Number: |
CSDM |
| Job Description: |
Position Location – Dallas Texas
Wireless Client Services Manager - Position Responsibilities
Maintains a high level of service delivery across all client accounts
Serving as the primary management point of contact for client concerns and any client related service issues
Ensures that all service contract performance terms and conditions are met to client specifications
Conducts quality satisfaction reviews with clients to measure and improve satisfaction in all areas of client service delivery
Retain clients through relationship building, issue resolution and client satisfaction initiatives
Serve as a leader, mentor and motivator to all client service representatives
Train all client service representatives regarding job role responsibilities and expectations
Recruit talented client services representatives and grow the team as appropriate for business needs
Provide day to day help, guidance and management of all client services representatives
Retain talent on the client services team to ensure consistent high quality client service delivery
Act as the company’s advocate for adhereance to all privacy and confidentiality regulations and laws relative to our client database and client proprietary information
Manage and coordinate all resource utilization across client service projects and all client accounts
Reward and celebrate outstanding client service and support performed by client services representatives
Collaborate and directly interface with company leadership, internal teams, clients and vendors
Work directly with sales, marketing, application development and technical support
Demonstrate a high level of integrity, purpose and determination to meet company objectives
Help attain and exceed company revenue objectives and key performance goals
Assist with growth of client accounts for incremental revenue and services penetration
Define, build, implement and continuously improve client service processes, protocol and practices
Assist leadership team with development of service offerings, pricing strategy, staffing plans and client services systems requirements
Represent our client services group at industry meetings, client meetings, and partnership meetings
Ability to present to leadership for status updates, operating presentations and client satisfaction evaluations
Must have Mature judgment and the ability to remain calm in high-pressure situations
Must be Well-organized and self-directed individual; ability to balance and prioritize competing interests and delegate responsibilities as needed
Must have strong interpersonal skills and the ability to relate to people at all levels internal and external
Strong written and verbal communication skills, including the ability to give presentations and clearly communicate complex information to an audience
Strong planning, organization, and time management skills
Energetic, forward-thinking and creative individual with an appropriate professional image
Desired Qualifications:
Education
BS degree required; MBA or Masters desired
Professional Experience
5 – 10 years managing a client services or customer service team in the wireless industry with experience managing medium and large business accounts
Extensive experience and understanding of wireless rate plans, plan features, data features and additional service options for both consumer and business accounts
Extensive experience and understanding of wireless data plans and service features for business accounts
Extensive experience and understanding of wireless moves, adds, change, deactivate, swap and port; processes, procedures and wireless carrier policies
Extensive experience and understanding of wireless contract terms and conditions for business accounts
Extensive experience and understanding of wireless devices, activation processes and wireless device industry trends; especially knowledge of voice phones, PDAs, Smartphone devices, data cards and push to talk devices.
Understanding and working knowledge of business account pooled minute plans, rollover minutes, flat rate plans and MB data plans.
Complete understanding of billing rate plan optimization for business accounts to reduce unnecessary billing charges and spending on rate plans, features and services for business accounts.
Experience assisting clients with wireless billing disputes and credit
Experience with and understanding of business account service level agreements (SLAs)
Experience defining quality standards and implementing new client services processes to meet quality standards
Some understanding of business process outsourcing
The ability to work in a fast pace, dynamic, semi-structured environment where your initiative, drive and determination help build a company to become the best at custom solutions, client service and client satisfaction
Use and understand MS Word, Excel, Powerpoint and Windows
The position requires occasional business travel to client sites, wireless industry meetings and vendor offices
We are an equal opportunity employer.
Our company is a drug-free workplace. All employment candidates are required to pass a drug screening prior to any employment offer.
If interested, please contact us and reference position CSDM
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Skills Required:: |
customer service
client support
wireless billing
CRM
management
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Language Requirements: |
English-Very Good |
| Employment Type: |
Full Time |
| Yearly Salary: |
40000 USD |
| Posting Date: |
2009-05-11 |
| Level of Education: |
Bachelor |
| Years of Work Experience: |
5 to 7 Years |
| Company: |
MMP |
| Contact Name: |
MMP |
| Preferred Method of Contact: |
E-mail |
| Preferred Language of Resume/Application: |
English |
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