Archive for the ‘customer advocate’ tag
Service Executive Job in Atlanta , Georgia US
Description Don't miss this opportunity to join the company recognized by Fortune magazine as the World's Most Admired Telecommunications Company and ranked #2 on DiversityInc's list of 2009 Top 50 Companies for Diversity.
As the largest communications company in the world, more than 120 million customers count on us every day to deliver the wireless, Internet, data and advertising services that fuel their businesses and connect them to their world.
You will find yourself connecting communications and technology with opportunities that will take you to places you never imagined.
Learn more about AT&T's cutting edge opportunities with a wide range of career paths in emerging and ground breaking technologies.
We're so much more than just a phone company! A Service Executive is a highly skilled, seasoned professional with extensive customer relationship management experience.
You will be responsible for providing complex customer support, ensuring customer service assurance support, and leading the service delivery for AT&T large business customers.
Skill level of the AT&T Service Executive is considered to be a Subject Matter Expert (SME).
Additional Responsibilities: Relationship Management: Serve as customer advocate, establish a network with maintenance work centers, manage suppliers, engage the appropriate technical resources, manages the escalation process, and provides status to the customerDevelop, maintain and grow business relationships with internal and external customersService Performance Management and Reporting: Provide overall management for Complex Maintenance Issues; Serve as communications link between AT&T, Customer & Local Access Providers, supply performance reporting, including incident specific analysisEnsure successful implementations without negative impact to our customerProactive scheduled stewardship, set clear customer expectations, drive adoption of electronic tools, and provide clarity on internal process expectationsLead communications with customer through detailed discussions of relevant issues, impacts and solutionsIdentify and communicate business impacts to customer as it may relate to provisioning, billing, maintenance, etcProactively identify recurring or chronic problems and develop action plansCoordinate daily service assurance activities for AT&T working closely with internal and external teamsAssist service assurance centers with chronic problems and escalationsProvide service assurance process and operation structures; service assurance ticket, testing and database system supportWork as a conduit between the service assurance organizations, internal and external customers, vendors, etc., as needed, in providing resolution to complex service problemsProvide focus and customer support for chronic troubled conditions via detailed analysis of historical data, real time testing & interaction at various levels both within AT&T & with the customerThe preferred would have prior experience with the State of GA network, both voice and data.
Qualifications Required Qualifications: Five or more years provisioning, billing, ordering, and/or maintenance experienceFive or more years service delivery experience across all product linesExtensive Customer Care ExperienceProcess knowledge of Central Office, Engineering, Technical Support and outside plant facilitiesPrivate Line products and Voice Technologies including systems, processes and troubleshooting practicesStrong Customer interface skillsExperience working with Large Global CustomersProject Management ExperienceKnowledge of and/or experience working with the following systems and software: Microsoft Word, Excel and PowerPoint, SOTS, AOTS, BMP, TIRKS, SARTS, CTP, WMS, GEOLINK, NETSCOPE, SDN-SMS, SSIRS, ESPRIT/NET, RC & VERIFY, CONNECT-VU APX, STAMPS Desired Qualifications: Network Design, implementation and management of Large LAN/WAN infrastructureExperience supporting local and long distance network topology; service assurance process & operational structures; service assurance ticket, testing & database systemsTechnical Network support: Private Line Data, SONET, HSPS, Local and Long Distance voice servicesKnowledge and experience with all Legacy-T High Speed Packet Service (HSPS) productsBackground in Service Management AT&T is an Affirmative Action/Equal Opportunity Employer, and we are committed to hiring a diverse and talented workforce.
EOE/AA/M/F/D/V Requisition Number: 1031258