Account Escalations Manager

Summary

This position will play a key role in providing communication with our customers as part of the Account Management team. The individual in this role is primarily responsible for handling support escalations and facilitates solid relationships and understanding of process between customers and our internal support department. The incumbent will have successfully demonstrated the skills and capabilities of using conflict resolution and taking action to address and identify the source of the customers complaint. The Account Escalations Manager may also use problem solving skills to develop new processes for handling customer service issues.

Essential Duties And Responsibilities

• Manage the overall escalations process and perform as primary interface for customer escalations within the Account Management team.
• Prioritize and continually follow-up on escalations with persistence so that the customer sees you as their advocate.
• Ensure customer is heard throughout escalation process.
• Establish correct expectations and communicate effectively through resolution of ticket.
• Create, analyze, and monitor daily escalation reports.
• Identify, manage, and implement escalation trends and work with senior leadership for potential process improvements.
• Ensure that approved process improvements are thoroughly communicated across all applicable departments.
• Review and identify root cause for all escalated service requests and use this information to provide feedback to Account Management & Support Management for continuous improvement.
  
  

Education and Experience

• A four-year undergraduate degree is preferred.
• 2-4 years of experience in managed services or telecom in a tech support role is preferred.
• Demonstrated experience in understanding communication with customers that require an escalation of a service issue.
• Demonstrated experience in providing exceptional customer service related to providing timely updates and outbound calls to customers.
  
  

Knowledge, Skills, And Abilities

• Successful candidates will possess and be required to show the following KSAs in this role:
• Strong verbal and written communicator
• Can be pleasantly persistent.
• Must be able to manage customer expectations, set appropriate timelines and provide timely follow-up
• Demonstrates ownership of the escalation process.
• Not deterred by strong personalities. Able to have difficult conversations. Can confidently respond and communicate under demanding situations.
• Can work and establish productive relationships across multiple teams.
• Demonstrate analytical capabilities with attention to detail
• Proficient in MS Excel, MS Word, and MS PowerPoint
• Must be a team player, able to handle ambiguity, anticipate and react to changes quickly in a fast-paced environment.
• Must have a strong work ethic
• Must be available for after-hours and on-call support.
  
  

Other

Employee must be available to work stated business hours as required, be able to travel for conferences, seminars, and other off-site functions, and must adhere to Company policies and procedures. Regular attendance is essential (i.e. is consistently at work and on time).