Wholesale Service Manager

The Resale Service Manager drives retention by providing top tier support for Resale customer’s existing products and services. The Resale Service Manager becomes the customer’s primary advocate for a wide variety of account inquiries. The diverse nature of the position makes the Resale Service Manager extremely valuable to management and other internal cross-functional teams. The high level of customer satisfaction resulting from this type of account support is required to promote revenue growth. Responsibilities: Advocate for and support customers during the operational experience, anticipating needs and addressing requests in an effective and efficient manner. Champion the customers’ service experience by executing qualitative and timely service reviews, management of the Customer Health Dashboard and maintenance of critical documents to include customer expectations, service level agreements (SLA’s), and network diagrams. Serve as the subject matter expert for customer and internal SLA’s, operational processes, and ongoing plans to support accurate expectation setting with customers and cross-functional teams. Identifies and communicates key operational and customer process gaps. Provides necessary get-well plan oversight until initiatives are resolved. Help customers navigate Windstream by maintaining and refreshing information to make it easy for customers to do business including: an overview of current Windstream contact lists, validation of Customer contact information, review of customer engagement tools and process. Foster and maintain an extensive internal network of key contacts to assist with providing a best in class and differentiated customer experience for assigned customers. Address escalations quickly, coordinate internal ownership and resolution, and communicate with customers to restore confidence. Support customer inquiries for reporting Collaborate with Account Executive, Account Manager, and Sales Engineer withgrowth/retention strategy by assisting with orders, questions, address validations, loop qualification, CSRs. Execute additional Service Management activities and projects as defined by functional goals and objectives.