Account Manager - Federal

Account Manager - Federal

The Enterprise Account Manager will be the single point of contact for a portfolio of MetTel's valuable enterprise accounts. As a primary Account Manager, you will successfully manage all aspects of your customers' accounts, including repairs, moves, adds, and changes. The candidate will also be responsible for periodic bill reviews and addressing any billing inquiries or issues with billing. You will participate in the planning, executing, and following up for a diverse range of telecommunication implementation projects and other business support as required. The candidate will also carry out innovative and sometimes complex projects to their completion and thoroughly analyze data to make sound recommendations for the next steps to improve the customer experience.

Duties & Responsibilities:

Manage the day-to-day activity of your assigned accounts in a post-sale environment

Telecom experience (REQUIRED) with hosted PBX preferred.

Communicate directly with customers by telephone, electronically, or face-to-face

Interact with customers to provide and gather information in response to inquiries, concerns, and requests about products and services

Respond promptly to customer trouble reports and escalations

Handle and resolve customer complaints

Direct requests and unresolved issues to the designated resource/department

Manage customers' accounts regarding billing and financial concerns

Keep records of customer interactions and transactions

Record details of inquiries, comments, and complaints

Record details of actions taken and escalate internally where required

Follow up on customer interactions

Interface directly with various teams or departments internally to facilitate or improve the customer experience

Participate in a variety of special projects as requested

Qualifications

Bachelor's degree in computer science, Telecommunications or related field

3+ years in customer service or related experience

Fixed Line experience