Sr Consultant-Whls Service in Rochester, NY at Windstream

Date Posted: 12/20/2019

Job Snapshot

Job Description

Job ID:19004001
Summary

The Sr. Consultant-Wholesale Service is the ultimate customer advocate with ownership of the customer experience during the operations lifecycle.  The liaison for an assigned module of customers, engaging across the Wholesale Business Unit and with key corporate support functions to drive a best in class and differentiated customer experience.  Monitors service performance in accordance with service levels, ensuring visibility and alignment with cross-functional teams for success. Leveraged as a subject matter expert in identifying critical customer needs, and opportunities to reduce effort and increase consistency in the customer experience.

This position provides operational continuity across teams during all stages of the lifecycle by preparing, coordinating and delivering effective Customer Business Reviews. Works closely with Wholesale Operations to review metrics, understand root cause analysis and drive results from customer requested action items.

This role is responsible for fostering customer-centric relationships necessary to execute and create a best-in-class customer experience, directly influencing revenue growth and profitability.

Essential Duties
  • Advocate for and support customers during the operations experience, anticipating needs and addressing requests in an effective and efficient manner.
  • Champion the customers’ service experience by executing qualitative and timely service reviews, management of the Customer Health Dashboard and maintenance of critical documents to include customer expectations, service level agreements (SLA’s), and network diagrams.
  • Serve as the subject matter expert for customer and internal SLA’s, operational processes, and ongoing plans to support accurate expectation setting with customers and cross-functional teams.
  • Identifies and communicates key operational and customer process gaps.  Provides necessary get-well plan oversight until initiatives are resolved.
  • Help customers navigate Windstream by maintaining and refreshing information to make it easy for customers to do business including: an overview of current Windstream contact lists, validation of Customer contact information, review of customer engagement tools and process.
  • Foster and maintain an extensive internal network of key contacts to assist with providing a best in class and differentiated customer experience for assigned customers.
  • Address escalations quickly, coordinate internal ownership and resolution, and communicate with customers to restore confidence.
  • Execute additional Service Management activities as defined by functional goals and objectives.

Job Requirements

Desired Qualifications:  

College degree and 8 years professional level experience with/or 12 years professional level related experience, or an equivalent combination of education and professional level related experience desired.

Educational and Prior Experience Qualifications


College degree and 8 years professional level experience preferably in customer operations; or an equivalent combination of education and professional level related experience required.


Required Skills and Experience

  • Outstanding customer-facing skills with a distinctive ability to nurture relationships and convey empathy.
  • Ability to positively influence and collaborate with cross-functional partners

IND123



EEO Statement: Employment at Windstream is subject to post offer, pre-employment drug testing. Equal Opportunity Employer including minority/female/disability/veteran; Without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, disability, marital status, citizenship status, military status, protected veteran status or employment status. Windstream is a drug-free workplace.

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