Velocity is seeking a dynamic
Customer Success Manager to provide customer obsessed service everyday to our customers. The position is fast paced and works in a collaborative team environment. The primary function of this role is to develop and maintain long-term business relationships by serving as an internal advocate and client liaison . This role is fully remote position. Telecommunications experience is required.
Principal Duties and Responsibilities: - Customer Ongoing account Management
- Provide and manage continual customer support to house accounts (including facilitation additional BAU services)
- SLA Tracking for Customer Contract Parameters
- Publish reports needed for a specific customer as requested, both internal and external (weekly/monthly/quarterly reporting as needed)
- Maintain detailed understanding of products and services to assist customers with questions and or issues
- Q&A (quality assurance/control)
- Perform internal audits on accounts as needed
- Customer Issue Management
- Review customer complaints and concerns and seek to improve customer experience
- Review and process tech scheduling/billing
- Review and process disconnection requests from customers.
- Escalation management/triage
- Review and maintain live discussions for all escalations until resolutions are determined
- Review and process all open tickets for customers
Requirements and skills needed to be successful in this role:
- Minimum of a high school diploma, two to four years of college or equivalent post high school education or experience in computer networking is preferred
- 2-3 years telecom experience
- Proficient in Microsoft Office, especially Excel and Outlook
- Ability to work independently
- Ability to respond to customers in an expeditious manner
- Excellent written and verbal communication skills
- Team management and leadership skills
- Solid organizational skills, including multitasking and time-management
- Strong client-facing and teamwork skills
- Previous customer service experience in professional office setting
Why you’ll love working at Velocity
We are an energetic bunch — eager to succeed and have lots of company pride. We promote a collaborative work environment that prioritizes strengthening relationships with our customers and team members to achieve our goals.
As a growing technology solutions and services company, every team member at Velocity has the opportunity to make an impact as we challenge ourselves to provide the best technology and customer experiences in the business. We’re excited about what we do, why we do it, and who we do it for.
Diversity and Inclusion
Velocity is committed to diversity and inclusion and is dedicated to fostering a work environment where all team members are comfortable bringing their authentic selves to work and have equal opportunities to thrive. Our team members work collaboratively and draw inspiration from various perspectives and experiences that make each of us unique. This strengthens our connections with our team members, customers, and communities.
Our Values – Collaborative and Strong at the Core
- Customer-obsessed
- One team
- Do the right thing
- Let’s go!
Our Benefits
- Medical, Dental, Vision
- PTO & Paid Holidays
- 401K – with Employer Match
- Paid Parental Leave
- Company provided Life Insurance, Short/Long-Term Disability
- Supplemental Benefits Available
About Velocity MSC
Velocity started in 2005. Velocity's customer-obsessed approach, combined with its customized voice and data network solutions, and support services, enhances how multi-location enterprises communicate and do business. That’s why Velocity serves thousands of Fortune 500 companies across various industries. With over 500 employees, 13 redundant data centers, 450 carrier agreements, and 5,500 certified technicians throughout the U.S.— Velocity is an unstoppable force. To learn more, please visit https://velocitymsc.com/careers/ .
Velocity is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information. Velocity is an active participant with E-Verify.
