Language Language

English English español español

E Recruit E Recruit


   Back to Results

Job Title:

Engagement Manager - Herndon, VA

Job Description:

Engagement Manager
Acts as a single point of contact for a group of assigned customer accounts which typically have a medium to large revenue scope or have moderate to high complex product needs. Manages any interactions from the customer order through billing to ensure highest levels of customer satisfaction. Pro-actively manages the customers service needs to ensure the highest levels of customer satisfaction and that their expectations are met. Promotes revenue growth, retention, and overall customer satisfaction. Serves as the conduit and escalation point for exception problem management of customer troubles and issues in the areas of order entry, order validation, service activation, test and turn-up, customer access group, technical customer account management, disconnects and billing activities. 

Ideal candidate:

Minimum of 3 years related customer service experience in the telecommunications industry 
• Must have project management experience in planning and organizing data from various sources into concise relevant information                   
• Experienced in interfacing with internal and external customers towards effective management of a project or customer expectations 
• Demonstrated ability to influence and collaborate across organizational boundaries 
• Strong PC skills in Microsoft Outlook, Word, Excel and PowerPoint 
• Develop documentation to be reported to all levels of management and customers 
• Effective problem solving and troubleshooting skills 

Essential Duties 
• Owns and manages all customer communications or escalations pertaining to new install orders. Manages all aspects of the conversion of sales to revenue for the company. Actively manages all service activation elements of customer orders from order entry through service turn up. Communicates order status in a timely manner to customers via conference call, emails and phone calls. Has authority to deviate from defined processes to ensure customer satisfaction and revenue recognition. 
• Initiates and tracks the timely and accurate moves, adds, changes and disconnects to the customers services based on their requests. May also be provided with a level of authority to provide customer credits related to disconnect retention efforts to be used at their discretion. 
• Owns and creates service delivery and service management performance review presentations. Collects and interprets service performance root cause analysis and corrective actions. 
• Delivers project status and presentations to the customers 
• May collaborate with customer or portal support team with the on-boarding and re-boarding (as changes occur) of customers within the company portal. Provides training to customers in order to drive consistent use of the company portal. Accountable to ensure that all assigned customers are portal enabled, including owning and directing the process for implementing updates of customer information hierarchies within the company portal. 
• May conduct first bill reviews (new or significant changes in services) with new and existing customers to ensure invoiced charges are accurate for contracted products and services. Assists as an escalation point to customers for billing research, and helps identify root cause of billing disputes. Initiates, develops, and manages action plans to correct and prevent the reoccurrence of specific dispute types, and has authority to approve customer credits within established limits. 
Job 352079

Job ID:
352079

Dept ID:
10600

Location:
Herndon, VA
United States of America

Industry:
Online / Full App

Job Type:
Temp Position
Folder Group ID
258

Posted Date:1/10/2019

Domain:arna

Contact: joan.kober@advantageresourcing.com

Apply for this Position

Job Title: Engagement Manager

Location: Herndon, VA

Job Type: Temp Position

Reference ID: 352079

Posted Date: 1/10/2019

Thank you for your interest in Advantage Resourcing. You have responded that you are not 18 years of age or older. It is Advantage Resourcings policy to hire individuals who are 18 years of age or older. We invite you to reapply when you meet this requirement. If you have questions or concerns about this policy please email recruiting@advantageresourcing.com

Thank you for your interest in Advantage Resourcing. You have responded that you are not authorized to work in the US. Advantage Resourcing adheres to Department of Homeland Security regulations regarding employment of individuals authorized to work in the US. Should you require sponsorship or have questions about these regulations, please contact recruiting@advantageresourcing.com


Please Choose One:
Valid Resume Formats: (.doc .docx .pdf .rtf .txt only)

 

No Resume?

Please enter the following fields in the absence of a Resume

Invitation to Self-Identify

Advantage Resourcing is committed to equality of opportunity for all staff and job applicants. We acknowledge the unique contribution that all individuals can make and we aim to create a working environment in which all individuals are able to make use of their skills, free from discrimination or harassment, and in which all decisions are based on merit. This form is intended to help us maintain equal opportunities best practice and identify barriers to workforce equality and diversity.

The information on this form will be used for monitoring purposes only and will not be used in any decision affecting you. The information you provide will remain anonymous and will be stored separate to any job application. You are not obliged to answer any of these questions but the more information you supply, the more effective our monitoring will be. All information supplied will be treated anonymously.


Voluntary Self-Identification of Disability
Form CC-305 - OMB Control Number 1250-0005
Expires 1/31/2020

Why are you being asked to complete this form?

Because we do business with the government, we must reach out to, hire, and provide equal opportunity to qualified people with disabilities.i To help us measure how well we are doing, we are asking you to tell us if you have a disability or if you ever had a disability. Completing this form is voluntary, but we hope that you will choose to fill it out. If you are applying for a job, any answer you give will be kept private and will not be used against you in any way

If you already work for us, your answer will not be used against you in any way. Because a person maybecome disabled at any time, we are required to ask all of our employees to update their information every fiveyears. You may voluntarily self-identify as having a disability on this form without fear of any punishmentbecause you did not identify as having a disability earlier.

How do I know if I have a disability?

You are considered to have a disability if you have a physical or mental impairment or medical condition that substantially limits a major life activity, or if you have a history or record of such an impairment or medical condition.

Disabilities include, but are not limited to:

Blindness , Autism , Bipolar disorder , Post-traumatic stress disorder (PTSD) , Deafness , Cerebral palsy, Major depression , Obsessive compulsive disorder , Cancer , HIV/AIDS , Multiple sclerosis (MS) , Impairments requiring the use of a wheelchair , Diabetes , Schizophrenia , Muscular dystrophy , Epilepsy , Missing limbs or partially missing limbs , Intellectual disability (previously called mental retardation)

Reasonable Accommodation Notice

Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job or to perform your job. Examples of reasonable accommodation include making a change to the application process or work procedures, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment.

Section 503 of the Rehabilitation Act of 1973, as amended. For more information about this form or the equal employment obligations of Federal contractors, visit the U.S. Department of Labor Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.

Submit Application