Manager Customer Care

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We are Optimum, a leader in the fast-paced world of connectivity, and we're on the hunt for enthusiastic professionals to join our team! We understand that connectivity isn't just a luxury anymore - it's a necessity that empowers lives, fuels businesses, and drives innovation. A career at Optimum means you'll be enabling progress and enhancing lives by providing reliable, high-speed connectivity solutions that keep the world connected. We owe our success to our amazing product, commitment to our people and the connections we make in every community.
If you are resourceful, collaborative, team-oriented and passionate about delivering consistent excellence, Optimum is the Company for you!
We are Optimum!
Job Summary

• The primary goal of the Customer Care Manager, Billing, is to oversee the functions of the Billing and Administrative team in order to maintain the quantity & quality of the orders processed for Lightpath customers. This manager will provide direction, priority and requirements to the Customer Care Professionals for the processing of internal and customer orders as well, as E911/LIDB updates and maintenance. This position will also ensure that all entries into the E911 databases conform to regulations set forth by governing agencies and acts as liaison with sales and internal operations staff. The Customer Care Manager provides the direction and culture of the teams by managing individual and team performance expectations and goals, providing individual coaching feedback sessions, maintaining singular focus on ensuring and improving internal and external customer satisfaction, monitoring real time service levels and schedule adherence, and serving as leaders and point of contact for escalated contact resolutions. Responsible for the continued oversight of Lightpath's order entry process to include: ease of use, operational efficiency and back office functionality

Responsibilities

• Accomplishes staffing and management objectives by recruiting, selecting, orienting, training, assigning, scheduling, coaching, counseling, and disciplining employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
• Ensures professionalism within department on phone technique through adherence with Lightpath's Customer Care Coaching and Monitoring program.
• Provides weekly and monthly reporting related to stated metrics such as, billing orders, quality, 911 exceptions processed and completed, customer orders processed and handled.
• Ensures that all customer care personnel understand and comply with CPNI regulations (Customer Proprietary Network Information).
• Monitors orders and assigns to the order entry representatives as necessary from the Netcracker work queue for entry into Kenan OMS.
• Responsible for all E911 information for Lightpath customers and manage exception process for resolution. Resolve errors from KPASS & the DASH database on our customer's records to ensure the correct information is populated in the PS/ALI databases. Ensure that all entries into the E911 database conform to regulations set forth by governing agencies. Verify with E911/LIDB database coordinator when necessary
• Maintains and updates CNAM records for all Lightpath customers in the LIDB databases - Verisign, NetNumber & Targu
• Responsible for quality assurance of complex orders entered into billing system with attention to accuracy, to ensure flow through to billing.
• Train personnel and establish processing of customer orders to include: Audio/Web Conferencing; Managed Backup
• Trains and develops of Customer Care personnel related to use of all systems to include: Netcracker, OMS/Kenan FX, ATT Toll Free and Route It, Verizon Kenan Toolkit, Business Object, Global crossing, SMS GUI, PGI system, salesforce.com, and all other applications required to perform Customer Care functions
• Maintains OMS functionality by identifying improvements in system functionality, as well as play significant role in all system enhancements and UAT
• Maintains and updates system, product and process knowledge in order to train order entry reps on new releases
• Responsible for quality assurance of order entry reps. Verify accuracy of orders prior to order completion. Maintain monthly order logs for record keeping purposes
• Provides account expertise for strategic government and carrier accounts.
• Possesses an advanced level of understanding of all phases and aspects of the customer billing system, including products, pricing plans, rates, features and special promotions
• Ability to understand rates and pricing structures based on customer contracts. Knowledge of proper franchise, taxation and ICB (individual case basis) pricing for tax-exempt customers such as hospital, government and education accounts
• Possesses an advanced level of knowledge of technical components and features of the telephony system generally, including basic knowledge of company equipment and customer equipment in order to process customer orders and implement billing
• Meets company standards pertaining to the quantity and quality of work performed on ongoing basis. Responsible for performing all work related tasks in a manner that is in compliance with all of Altice USA Lightpath's policies and procedures
• Ability to identify, resolve and/or refer to the appropriate personnel, order related issues of basic complexity that may arise from time to time
• Responsible for interdepartmental input, development, coordination and implementation of new product support within Customer Care
• Participates in special projects and performs other duties as assigned

Qualifications

• Management Skills. Leadership-ability to lead cross-functional teams.
  • Excellent communications skills and teamwork.
  • Solid teamwork and interpersonal skills and ability to communicate with customers, agencies, senior management, carriers and vendors.
  • Customer service orientation and high quality standards
  • Able to effectively handle multiple/complex tasks, and able to adjust priorities based on workload and tactical direction.
  • Ability to work under pressure and tight deadlines
  • Identify the need for business process improvements
  • Ability to persuade and use problem solving conflict resolution skills
  • Demonstrate professional work ethic in support of Cablevision's values
  • Build value in customer relationships and actively strive to increase customer revenues
• Technical/Functional Competencies
  • Excellent problem solving skills
  • Superior knowledge of Customer Care Operations
  • Strong written and oral communications skills.
  • Ability to work in a fast-paced environment
  • PC skills to include MS word , MS Excel, MS Access, PowerPoint
  • Demonstrate ability to interrogate OSS (operational support systems) system such as Remedy, Verizon Guilt's ,Sales force ,OMS,NeustarQuary Manager System, LIDB, SMS800GUI, Level 3-Ucommand, ATT Business Direct, Mellon Lockbox, Automated Collections Module.
  • Maintaining communication within cross-functional departments associated with troubleshooting (NMC, Service delivery, Operations, Sales, Cablevision Corporate, OV Operations, IT Software Support)
• Key Experiences/Achievements
  • Bachelors Degree
  • Minimum 7 years experience in the customer care/call center field
  • Demonstrated ability to work with broad/diverse team members.
  • Some prior management or supervisory experience required

At Optimum, we're fueled by our four core pillars: Taking Ownership, Upholding Transparency, Creating Community, and Demonstrating Expertise. Our commitment to empowering employees to take responsibility and embrace proactive problem-solving underpins Taking Ownership. Upholding Transparency is at the core of our culture, with open and honest communication fostering trust among our dedicated team and loyal customers. Creating Community is more than a goal; it's our daily commitment to fostering an environment of collaboration, innovation, and positivity. Demonstrating expertise is a promise we uphold through continuous learning and engagement with our customers to consistently deliver top-quality products and services. These pillars not only shape our culture but define Optimum as a place of excellence, trustworthiness, and thriving community, and we invite you to be a part of our journey.
If you have the drive to succeed and are ready to embark on a thrilling career, seize this opportunity today, and join our winning team, so together, we'll shape the future of connectivity.
All job descriptions and required skills, qualifications and responsibilities for a particular position are subject to modification by the Company from time to time, in the Company's discretion based on business necessity.
We are an Equal Opportunity Employer committed to recruiting, hiring and promoting qualified people of all backgrounds regardless of gender, race, color, creed, national origin, religion, age, marital status, pregnancy, physical or mental disability, sexual orientation, gender identity, military or veteran status, or any other basis protected by federal, state, or local law.
The Company collects personal information about its applicants for employment that may include personal identifiers, professional or employment related information, photos, education information and/or protected classifications under federal and state law. This information is collected for employment purposes, including identification, work authorization, FCRA-compliant background screening, human resource administration and compliance with federal, state and local law.
Applicants for employment with The Company will never be asked to provide money (even if reimbursable) as part of the job application or hiring process. Please review our Fraud FAQ for further details.
Pay is competitive and based on a number of job-related factors, including skills and experience. The starting pay rate/range at time of hire for this position in New York is $102,816.00 - $168,912.00 / year. For other locations, please inquire with your recruiter. The rates/ranges provided herein are the anticipated pay at the time of hire, and do not reflect future job opportunity.
Long Island
New York CIty