The Cox Business Customer Support Manager is responsible for managing repeat chronic customer issues in the Bronze, Silver, and Gold customer segments in their assigned market/region. They will proactively report on, research, and escalate issues with the various boundary partners across their assigned region. The Customer Support Manager’s primary role is acting as a customer advocate to ensure customer service levels are met and develop action plans that drive improvements.
ENSURE ADHERANCE TO ESTABLISHED COX PROCESSES: Drive the correct behaviors of assigned market teams to align with customer engagement, escalations, ticket handling, documentation, and account integrity.
CHRONIC TROUBLE MANAGEMENT: Develop action plans to address accounts, circuits, or locations which have experienced multiple troubles within in a specified time. The action plan should identify the root cause, recommendation for improvement, and the associated timelines for resolution. Collaborate with the appropriate internal teams and possibly the customers’ vendor in developing and implementing action plan.
CB TECH. OPS TEAM ENGAGEMENT; Work with the CB Tech. Ops team is ATL to help understand and identify any systemic issues that lay outside of assigned region but impact CB customers. Provide assistance with data gathering, correlation, and analysis as needed.
NATIONAL CB NRSC REPRESENTATIVE: Participate in the bi-weekly calls with the CB National Reliability Score Card team, NOC’s, Field Service, and Comm. Centers to understand issues affecting the timely repair of customer issues and work locally with teams to correct those issues.
INTERNAL POST INCIDENT REVIEW: Review of Chronic issues and their underlying causes and make appropriate recommendations to the various boundary partners/Center teams to drive the desired improvement.
ASSIST IN SERVICE ACTIVATIONS & TURN UP: Only on a as needed basis, the Support Manager may be engaged in install and activation activities when numerous issue have arose around the install or the customer has escalated as they feel the install was unsuccessful.
- Where permitted by applicable law, must be fully vaccinated against COVID-19 to be considered for this U.S. based job. (Reasonable accommodations for medical and religious objections will be considered.)
- HS diploma, GED or relevant work experience
- Specialized skill training/certification may be required
- 5-7 years of experience in customer facing technical support role
- Comfortable working with all levels of customer management
- Proficient problem solving and analytical skills
- Exceptional interpersonal skills, both written and verbal
- Exceptional troubleshooting analysis skills with CB Products
- Exceptional organizational skills
- Ability to multitask
- Ability to work flexible hours and/or on-call as needed
Recommended Knowledge, Skills, Abilities
- Knowledge of TCP/IP and LAN/WAN topologies and configurations
- Knowledge of telecommunications services
- Prior experience with trouble management software required
- A+, Net+, CCNA, Microsoft certification preferred
Who We Are
About Cox Communications
Cox Communications is committed to creating meaningful moments of human connection through broadband applications and services. The largest private telecom company in America, we proudly serve six million homes and businesses across 18 states. We're dedicated to empowering others to build a better future and celebrate diverse products, people, suppliers, communities and the characteristics that makes each one unique.
We are the Cox family of businesses. We’ve been making our mark since 1898 by building and evolving world-class businesses, staying true to our values, and encouraging top talent to always look for growth and impact while building a career with us. Our primary divisions – Cox Communications and Cox Automotive – are driving a new wave of innovation, powering smart cities with powerhouse broadband communications and pioneering greener, more progressive transportation alternatives for individuals and fleet operators. We’re also expanding into new spaces like cleantech and healthcare to rev up our momentum toward building a better future for the next generation. We’re looking for the talent today who will be our leaders tomorrow. Sound intriguing? Learn more about where we are today, where we hope you’ll be going with us, and the common purpose that unites us at coxenterprises.com.
Benefits of working at Cox may include health care insurance (medical, dental, vision), retirement planning (401(k)), and paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO). For more details on what benefits you may be offered, visit our benefits page.
Cox is an Equal Employment Opportunity employer – All qualified applicants/employees will receive consideration for employment without regard to that individual’s age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law.
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