Job Description – Client Experience Account Manager
The Account Managers responsibility is to be the clients advocate and primary point of contact in support of their day-to-day service requests (e.g. deliver/disconnect telecommunications services, initiate, manage, escalate repairs, address billing inquires/disputes, etc.). The requests will cross multiple disciplines (Voice, Data, and Hardware) and require that the manager be capable of interpreting, validating and ensuring MetTel’s timely delivery of the desired end result. On occasion the Manager will be asked to contribute to company projects intended to better MetTel processes and or service offering. The function includes but is not limited to the following:
Essential Duties and Responsibilities
include the following. Other duties may be assigned.
Service Request Oversight & Advocacy
: Perform a daily review of open tickets utilizing the then current tool sets so as to:
- Compare each open ticket aligned with his/her portfolio to MetTel published SLA.
- For any ticket (Repair, Order, Billing, etc.) that has either broken high end of topic overall delivery SLA or primary milestone SLA both review with his/her manager during scheduled weekly interaction as well as submit internal note so as to notify performing team of SLA break and request reasonable update that can be offered to client delegate.
- For any ticket that is assigned a “JP” status ensure full reason for JP is denoted in ticket and communicated to client. If “JP” justification is not properly noted in ticket submit internal note so as to notify performing team and request reasonable update. Allow 48 hours for “JP” reason to propagate into ticket and if not received submit second request via internal note and initiate an escalation via the SharePoint Tickets Discussion list or then accepted method of escalation.
- For any tickets that require construction ensure full definition of construction requirements are denoted in ticket and communicated to client. If client has deliverable(s) for construction delivery (i.e. signature of ROE, provide conduit, financial participation, etc.) ensure full written overview is provided to client as well set expectations for overall ETA. If construction definition is not properly noted in ticket submit internal note so as to notify performing team and request reasonable update. Allow 5 business days for construction definition to propagate into ticket and if not received submit second request via internal note and initiate an escalation via the SharePoint Tickets Discussion list or then accepted method of escalation.
- Any ticket that has been initiated but not yet revealed itself as being presented to the carrier (i.e. in state of NR, HE, EN, PE, etc.) submit internal note requesting the transaction be placed, unless reasonably withheld (i.e. has dependency on alternate action to take place 1st – waiting on BB install prior to submission of POTS). Allow 48 hours for “NR, HE, EN, PE, etc.” reason to propagate into ticket and if not received submit second request via internal note and initiate an escalation via the SharePoint Tickets Discussion list or then accepted method of escalation.
When presented with a repair employ the following triage processes:
Control Document Maintenance & Presentation
- Retrieve full inventory for service location and familiarize yourself with site solution so as to recognize and review with client ensuring both parties distinguish impacts, opportunities and obligations. The review process is to call out:
- Full inventory being provided by MetTel as well as in depth overview of the service impacted
- MetTel network hardware in place and the role it plays (i.e. SD WAN or Router appliance)
- MetTel Monitoring obligations
- If client has subscribed to MetTel monitoring open monitoring tool set(s), i.e. Intermapper or the SD WAN Orchestrator, and review data with client.
- If data review supports client belief BB is in distress review re-route options (i.e. location has both a primary and secondary bandwidth solution (i.e. 10MB DIA & DSL or 4G). If data does not show current degradation, or past degradation that has recovered, review with client and provide proof.
- Review, and connote in ticket, relief options that are available both from within the existing network deployment as well as what MetTel can deploy from our arsenal of product sets.
- Initiate appropriate TT and escalate matter when/where applicable.
Utilizing the MetTel standard order/repair/billing control document maintain and publishes all open Care responsible service requests. Hold weekly call with client to review control document is required and only if client declines should not be conducted. Control document is to have all required fields completed and offer best representation of MetTel brand.
All clients with a MRC of $30,000 is required to have a Tracker which is sent via email to client/agent weekly and posted to SharePoint.
InContact IVR Participation
: Log into, and remain available, to InContact during all assigned working hours. Making oneself unavailable is only acceptable when staff is on break or attending a meeting. Minimum of 75% of scheduled working hours must be maintained to be bonus eligible. For clarity if staff member is on an active call with client via IVR/InContact that will participate in the 75% calculation.
CSAT Awareness & Execution
- Account manager is properly aware of their client’s satisfaction level with the MetTel service delivery/deliveries, reports indicative CSAT to MetTel management team monthly, recognizes and communicates CSAT issues as well as sponsors corrective action plans.
- Ensures clients claim is properly vetted in a timely manner. Gathers and presents all supporting documentation and credit calculations. Communicates MetTel position to client stakeholder and follows progress until full fruition inclusive of client confirmation.
MetTel System Knowledge / Use
– Ensure he/she is fully aware of tool sets at their disposal, and makes effective use of these tools, ensuring he/she is using correct tool so as to accomplish his/her charter. Is an effective and knowledgeable user of MetTel operational systems (i.e. Bruin) needed to perform the duties expected of the position.
- Produces clear and concise written and oral communication with clients/peers that is timely, intuitive and properly represents the MetTel brand. Anticipates questions and offers response in advance displaying awareness of the situation and best in class service management.
Product/Process Knowledge –
Will employ a collaborative effort to maintain a proper awareness of the predominant products/processes associated with his/her clientele. Knowledge base should come through combination of MetTel formal educational series, self-education through use of MetTel training library materials and use of MetTel materials in the MetTel BI center as well as interaction with the product set itself through order/repair support.
To perform the job successfully, an individual should demonstrate the following competencies:
Analytical - Synthesizes complex or diverse information; Collects and researches data; Uses intuition and experience to complement data; Designs work flows and procedures.
Design - Generates creative solutions; Translates concepts and information into images; Uses feedback to modify designs; Applies design principles; Demonstrates attention to detail.
Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
- Project Management - Develops project plans; Coordinates projects; Communicates changes and progress; Completes projects on time and budget; Manages project team activities.
- Technical Skills - Assesses own strengths and weaknesses; Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with others.
- Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service ; Responds to requests for service and assistance; Meets commitments.
- Interpersonal Skills - Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.
- Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Participates in meetings.
- Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.
- Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.
- Quality Management - Looks for ways to improve and promote quality; Demonstrates accuracy and thoroughness.
- Business Acumen - Understands business implications of decisions; Demonstrates knowledge of market and competition; Aligns work with strategic goals.
- Cost Consciousness - Works within approved budget; Develops and implements cost saving measures; Contributes to profits and revenue ; Conserves organizational resources.
- Diversity - Demonstrates knowledge of EEO policy; Shows respect and sensitivity for cultural differences; Educates others on the value of diversity; Promotes a harassment-free environment; Builds a diverse workforce.
- Ethics - Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values.
- Organizational Support - Follows policies and procedures; Completes administrative tasks correctly and on time; Supports organization's goals and values; Benefits organization through outside activities; Supports affirmative action and respects diversity.
- Strategic Thinking - Develops strategies to achieve organizational goals; Understands organization's strengths & weaknesses; Analyzes market and competition; Identifies external threats and opportunities; Adapts strategy to changing conditions.
- Judgment - Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions.
- Motivation - Sets and achieves challenging goals; Demonstrates persistence and overcomes obstacles; Measures self against standard of excellence; Takes calculated risks to accomplish goals.
- Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently; Plans for additional resources; Sets goals and objectives; Organizes or schedules other people and their tasks; Develops realistic action plans.
- Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
- Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.
- Quantity - Meets productivity standards; Completes work in timely manner; Strives to increase productivity; Works quickly.
- Adaptability - Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.
- Attendance/Punctuality - Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time.
- Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals.; Completes tasks on time or notifies appropriate person with an alternate plan.
- Initiative - Volunteers readily; Undertakes self-development activities; Seeks increased responsibilities; Takes independent actions and calculated risks; Looks for and takes advantage of opportunities; Asks for and offers help when needed.
- Innovation - Displays original thinking and creativity; Meets challenges with resourcefulness; Generates suggestions for improving work; Develops innovative approaches and ideas; Presents ideas and information in a manner that gets others' attention.
: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education and/or Experience
Associates or Bachelor’s degree; or four to ten years related experience and/or training; or equivalent combination of education and experience.
Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
To perform this job successfully, an individual should have knowledge of Microsoft Office Suite (Excel, Word, Project, Power Point); Explorer Internet software.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee is occasionally required to stand and walk.
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.