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Enterprise Resolution Manager, Spectrum Enterprise

Location: Austin
Posted on: May 15, 2022

Job Description:

At a glance:

  • Are you an experienced escalation specialist skilled at resolving executive escalations and assigned client disputes?
  • Can you commit to a client-facing role communicating, researching, documenting and resolving escalations efficiently and effectively?
  • Do you desire a competitive salary with lucrative benefits and a focus on professional development?Our company:

    At Spectrum Enterprise, our goal is to foster an engaging work environment that encourages our team members to reach their full potential. We promote a culture of excellence that celebrates diversity, innovative thinking and dedication to consistently exceeding client expectations.

    Spectrum Enterprise, a part of Charter Communications, Inc., is a national provider of scalable, fiber technology solutions serving America's largest businesses and communications service providers. The broad Spectrum Enterprise portfolio includes networking and managed services solutions: Internet access, Ethernet access and networks, Voice and TV solutions. Spectrum Enterprise's industry-leading team of experts works closely with clients to achieve greater business success by providing solutions designed to meet their evolving needs. More information about Spectrum Enterprise can be found at


    As an Enterprise Resolution Manager, you enhance the client experience by serving as an escalation and troubleshooting specialist. You effectively resolve EOS Core Arbitration Forum (ECAF) complaints, executive escalations and assigned client disputes. Through your expertise and understanding of each client's needs, you communicate, research and document each resolution completely and accurately. You improve issue prevention and client satisfaction by performing any associated post-mortem analysis and reporting on all completed issues. You possess a keen ability to identify roadblocks and overcome obstacles to see issues and projects completed efficiently. You flourish in an office environment interacting with accounts across the Spectrum Enterprise footprint. You report directly to the Manager of Client Services for goals, guidance and assistance.

    Position benefits:
    • Competitive salary with bonus.
    • Health, vision and dental insurance.
    • 100% company match 401(k) up to 6%.
    • Company funded retirement accumulation plan for an additional 3%.
    • Education assistance.
    • Pretax childcare spending account.
    • Paid holidays, vacation days, personal days and sick days.
    • Employee discount on spectrum services where available.What you will do:
      • Ensure the timely resolution of all open actions by monitoring and responding to client technical support and billing issues to take appropriate action.
      • Drive the resolution of client issues by escalating complex issues, providing leadership and bringing together the required support teams to collaboratively resolve issues.
      • Improve client interactions, issue resolution times and reduce complaints by managing the research and delivery of post-mortem and root cause analysis and recommending process and policy adjustments.
      • Effectively balance the dual roles of client advocate and corporate citizen while proactively monitoring the installation and disconnect funnel reports and tracking credit requests.
      • Mitigate risks by adhering to all company organizational policies and standards during client resolutions.
      • Enhance resolution efficiency by collaborating with other departments to handle client needs, issues, inquiries or questions, to include setting up and leading internal conference calls.
      • Use strong listening and decision-making skills, sound judgment and probing techniques to skillfully manage negotiations with clients, including de-escalating upset clients.
      • Maintain accurate reporting by updating internal databases with all required client information.
      • Establish and monitor internal control procedures to support assigned accounts and provide contract information for tracking and submission to regulatory agencies as needed.
      • Serve as a subject matter expert (SME) on all post-sales support systems, tools, policies and procedures through the completion of required or recommended training programs.
      • Resolve client issues to avoid unnecessary client escalations by displaying a proven proficiency in desktop tools, such as CSG, SFDC, COIN or CIT.
      • Encourage long-term client retention by probing for current levels of satisfaction while overcoming concerns and resolving client issues.
      • Comply with company processes and procedures through internal report monitoring.
      • Increase efficiency by building knowledge of the organization, processes and clients.
      • Perform additional duties related to the position as assigned.Required keys for success:
        • Two or more years of telecommunications sales or client services experience.
        • Four or more years of business-to-business (B2B) sales or client services management experience.
        • Track record of effectively building and managing a client services team focused on account lists of large business clients.
        • Proven prioritization and organizational skills with the ability to manage enterprise level clients.
        • Confident while presenting data while maintaining client and company confidentiality.
        • History of selling advance business solutions to enterprise-level clients.
        • Experience with internet technologies, functionality and services.
        • Familiar with data networking technologies, functionality and services, such as local area network (LAN), wide area network (WAN) or virtual private network (VPN).
        • Competitive local exchange carrier (CLEC), telecommunications and fiber/metro Ethernet sales experience.
        • Proficient with Microsoft Word, Excel, PowerPoint and Outlook.
        • Effective written and spoken English communication skills with all levels of an organization and clients.How you will stand out from the crowd:
          • History of effectively resolving high-profile client escalations.
          • Proven ability to maintain professionally written internal and external communications.
          • Track record of effectively interacting with senior leadership.Your education:
            • Bachelor's degree in a related field or an equivalent combination of education, training and experience (required).CAM325 310064-4 310064BR

Keywords: SPECTRUM, Austin , Enterprise Resolution Manager, Spectrum Enterprise, Executive , Austin, Texas

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