Service Delivery Manager

RESPONSIBILITIES

Monitor/Oversee Client Invoice Calendar Queue’s
Invoice Audits
Account Level Updates, Disconnects & Past Due Research
Manage cost allocations based on customer requirements
Addition/Closure of accounts in Liaison/Command Center
Client Inquiries & Reporting
Batch Accounts Payable file creation and submission to clients
Monthly/Weekly/Bi-weekly client conference call/meetings
Client Quarterly/Semi-Annual Account Review
Key Performance Indicators Review
Staging and Enhancement Testing
Train end-users and customers on new reports, portal features, and data dashboards
Client exception/One-off handling

SKILLS & REQUIREMENTS

Strong organizational skills with the ability to document activities, anticipate problems, plan schedules and monitor performance per priorities and deadlines.
Strong communication, presentation, customer service, analytical and leadership skills.
Effective communication skills (written and verbal) to properly articulate oneself to management and other partners.
Able to manage multiple customers simultaneously and switch tasks based on shifting priorities.
Ability to present professional demonstrations at all levels. competently and confidently.
Knowledge of basic accounting a plus.
Advanced skillset MS Excel.
Proficiency with MS Project, Visio, PowerPoint and SharePoint.

EDUCATION & EXPERIENCE

Experience in a telecommunications industry is a requirement
3 + years’ experience in telecom billing, inventory and/or expense management
3 to 5 years’ experience in customer service or support roles, inclusive of interaction with customers, carriers, and service providers
History of successful management of customer calls and inquiries
Bachelor's Degree in appropriate field of study or equivalent work experience
Proficiency in Microsoft Office Suite

Equal Employment Opportunity

Advantage provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Other Duties

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities and activities may change, or new ones may be assigned at any time with or without notice.

The annual salary range for this role is $60,000-$80,000 commensurate with experience and achievement.

Email careers@advantagecg.com to apply. To view all job listings, visit advantagecg.com/careers.

ABOUT US

OUR MISSION AND VISION

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POSITION SUMMARY