Verizon · 3 days ago

Account Services Supervisor

Philadelphia, PA

Full-time

Remote

Mid Level

4+ years exp

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Comp. & Benefits

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Responsibilities

Directly supervising Order Managers who support State, Local, and Education (SLED) customers. Responsible for VBM Data Wireline Implementation orders and projects.

Supporting data ordering activities for VBM SLED customers.

Conducting regular team meetings with sales teams, service and support teams

Conducting regular one-on-ones with Order Managers for work inspections, guidance, order progression and Counseling when needed concerning performance issues.

Participating in weekly service calls to learn about upcoming projects and provide implementation updates.

Conducting ISO oversight and governance

Responding to customers with account teams in the field to represent implementation process/address executive levels on Customer Escalations; both internally and externally.

Attending weekly calls with customers and/or account teams when needed.

Assisting in prioritizing orders when escalations occur, assisting Order Managers in driving issues to resolution

Providing direction and guidance to team in complex orders; complex escalations.

Leading the team towards achieving team's metrics including but limited to: Revenue (pending pipeline, completion pipeline targets, and accelerated revenue), Staging, CSAT, NPS, Broken Promise, UDOS, Activation Failure Rates, Past Due Pipeline, HCUS and Ordering interval.

Qualification

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Order ManagementSLED Account ManagementUOTMPQEzStatusPETEPAMOrder ProWindowsMicrosoft OfficeITIL CertificationPMP CertificationData NetworksComplex Solutions ImplementationVerizon Network KnowledgeVoIP Products Knowledge