Cox Employment – Service Manager

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Job Description:

The Service Manager for Cox Business will be responsible for owning the service experience of an assigned customer base which includes our largest enterprise-level customers. This will include reviewing the customers network topology for business continuity and compatibility with the Cox network and meeting with customers on a regular basis to review solutions, recommendations, and network performance.

This individual will ensure all appropriate Cox systems are updated with customer network inventory and will ensure all relevant fix agencies have visibility to customer Service Level Agreements and what committed Cox has made in obtaining these SLAs.

Job Responsibilities:

  • Prepare monthly service reviews which details Cox network performance for the assigned customer base. Develop action plans to address performance gaps from not meeting SLA commitments. Collaborate with internal organizations in developing action plans to address performance gaps. Share results with internal fix agencies on Cox network performance to ensure all appropriate organizations have visibility on how the customer perceives the Cox network performance.
  • When appropriate, the Service Manager will perform Incident Management control for troubles. In the event a trouble ticket has moved back and forth from multiple fix agencies and/or there appears to be no owner or resolution, the Service Manager will intervene and take Incident
  • Management control of the trouble process. This may require initiating a conference bridge and/or coordinating a customer vendor meeting with Field Service. The Service Manager should always be acting as the customer ambassador when the normal trouble process is not driving toward resolution in the most expedient timeframe.
  • Service Manager will provide maintenance notifications for any maintenance activity which may impact the customers service and keep track of maintenance activities for trends or which may lead to a redesign of the customers network.
  • Service Manager will be responsible for owning the network performance of an assigned customer base and acting as a liaison between the customer and Cox, ensuring all communication meets the customers needs. This will include; reviewing customers network topology for business continuity and compatibility with Cox network, ensuring all appropriate Cox systems are updated with customer network inventory, ensuring all relevant fix agencies have visibility to customer Service Level Agreements and what commitments Cox has made regarding these SLAs.

Job Requirements:

  • Exceptional interpersonal skills: Verbal Written
  • Ability to work flexible hours and/or on-call as needed
  • Specialized skill training/certification may be required
  • Ability to work flexible hours and/or on-call as needed
  • Ability to multitask
  • Proficient problem solving and analytical skills
  • Exceptional troubleshooting analysis skills, specifically with telephony product/services is a plus
  • 5-7 years of experience in customer facing technical support role
  • Exceptional organizational skills
  • HS diploma, GED or relevant work experience
  • Comfortable working with all levels of customer management

Job Details:

Company:  Cox Communications

Vacancy Type:  Full Time

Job Location: Las Vegas, NV, US

Application Deadline: N/A

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