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: 
                              
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 1^st – 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.

 
Repair:  When presented with a repair employ the following triage processes:

• 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.

 
 Control Document Maintenance & Presentation 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.
 
*Note:  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.
 
Billing Disputes - 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.
 
Communication - 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.

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*The salary range reflected is a good faith estimate of base pay for the primary location of the position. Our compensation reflects the cost of labor across several U.S. geographic markets, and we pay differently based on those defined markets. The U.S. pay for this position is up to $50,000 annually. Pay varies by work location and may also depend on job -related knowledge, skills, experience and abilities of the successful candidate. Your recruiter can share more about the specific salary range for the job location during the hiring process.