Customer Care Manager

Overview

Brightspeed is reimagining how people live, work, play and connect by providing fast, reliable internet and an excellent customer experience in twenty states throughout the Midwest and South. We are backed by funds managed by Apollo Global Management, with a vision to accelerate the upgrade of copper to fiber optic technologies, delivering faster and more reliable internet service to rural markets while providing best-in-class customer experience.

Be a part of the team that will make this vision a reality by designing and building a world-class fiber network and creating a customer experience second to none. Check us out on the web!

Location:

United States, North Carolina, Charlotte

Brightspeed is looking for a driven, creative, experienced, and energetic leader to join our team and help support our life and safety customers.

Operating in a highly cross-functional environment, the Customer Care Manager is influential and has an ability to make an immediate, significant impact on the business. You will focus on supporting and servicing large revenue customer accounts. You will be the primary point of contact for all the customer technical, operational, and escalated issues.

• Act as the single point of contact for strategic revenue customer accounts with complex product needs; proactively manage customers  service needs to ensure satisfaction and timely delivery within the Customer Journey
• Manage interactions from order origination through revenue assurance
• Promote revenue growth, retention, and overall client satisfaction
• Provide support, coordination, and guidance on client and service delivery processes
• Serve as the escalation point for customer inquiries and issues
• Includes: order origination and validation, project management, service scheduling, technical customer account management, MACD handling, billing and revenue assurance
• Communicate order status and governance via client-facing communication
• Meet learning, development and personal growth objectives to provide a superior customer experience
• Deliver data and feedback to internal organizations on chronic performance issues and recommendations
• Provide Client Business Reviews on a recurring basis, no less than bi-annually
• Support Service Assurance and Repair in Network Service Review (NSR) presentations to clients
• Initiate mitigation strategies to optimize customer solution delivery
• Collaborate with Sales and Operations ecosystem to execute a connected Customer Journey (Learn, Buy, Get, Use, Pay, Support)

• Bachelor s Degree and/or minimum of 10 years in the telecommunications industry
• Must have customer-facing experience in a similar role at a prior telecommunications company supporting large revenue Enterprise and Wholesale customer base
• Executive level presence and ability to communicate with client stakeholders
• Extensive knowledge of TDM and IP-based voice and data services
• Ability to work in a fast-paced environment and collaborate with marketing, sales, and channel management colleagues to support revenue growth
• Strong personal leadership skills, professional, responsive, and a good team player
• Ability to work under pressure to tight deadlines
• Strong customer focus and excellent attention to detail

We aspire to contemporary ways of working and offer a range of remote, hybrid, office, or field-based roles depending on position and business needs. Brightspeed is recognized as a Top Workplace and values inclusive, high-quality internet access for the communities we serve.

We offer competitive compensation and comprehensive benefits, including medical, dental, vision, life insurance, an employee assistance program, a 401K plan with company match, and other voluntary benefits.

Brightspeed is an Equal Opportunity Employer committed to inclusion of all qualified individuals, including those with disabilities and veterans. If you require reasonable accommodation to complete a job application or participate in the hiring process, please contact taaccommod to initiate accommodations.

Privacy notices:
Brightspeed s Privacy Notice for California Residents and Brightspeed s Privacy Notice are available for all applicants.

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