Lead Spec-Account Svcs
About the position The Lead Spec-Account Services position at Verizon is a full-time contract role focused on supporting the Commonwealth of Massachusetts and its Health and Human Services division. The role involves managing service tasks such as billing governance, problem management, change management, and asset management, requiring a strong background in public sector customer service management and telecommunications operations.
Responsibilities
- Provide post-sales lifecycle relationship and support to assist in solving a wide range of issues.
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- Perform analysis of issues impacting the customer/client and make recommendations for project completion.
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- Monitor defined KPIs across several technologies and implement action plans when metrics fall below agreed KPIs.
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- Provide financial support related to contractual commitments and SLAs, including billing account strategy and optimization.
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- Drive projects involving internal/external organizations to successful conclusions to meet customer objectives.
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- Monitor or track project milestones and deliverables.
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- Assess current or future customer needs by communicating directly with customers and conducting surveys.
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- Communicate with core team members and provide information through various channels.
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- Confer with project team members to identify and resolve problems.
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- Coordinate the work and activities of others to accomplish tasks.
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- Develop and maintain the Problem Management Database, record and manage service problems, and perform root cause analysis.
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- Oversee all Verizon Changes related to the Customer and ensure they are documented and communicated appropriately.
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- Keep complete inventory of all premise-based products and track product support life cycle.
Requirements
- 3+ years of client-facing service management or network/operations experience, preferably within the public sector telecom segment.
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- Bachelor's degree or four or more years of work experience.
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- Extensive knowledge of telecommunications systems and processes.
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- Strong knowledge of Excel and other Microsoft systems.
Nice-to-haves
- Master's degree.
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- Strong core networks knowledge - Internet and MPLS, WAN Optimization.
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- Documentation skills: Visio, G-Suite, Jive, MS Office suite.
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- Prior Public Sector Service Management / Customer Operations experience.
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- Prior Verizon Wireline Operations/Customer Service experience.
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- Strong Knowledge of TDM and IP Networking and Voice systems.
Benefits
- Hybrid work environment with defined work location and work from home options.
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- Minimum eight assigned office days per month.
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- Equal Employment Opportunity and commitment to diversity and inclusion.
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