WildBlue Career Details
Care Process Specialist
Department: Customer Care
Location: Greenwood Village, CO
PositionType: Full-Time
Description:
SUMMARY:
Responsible for creating processes that capture duties, activities, and metrics assoicated with the support of customers of consumer electronic equipment and broadband Internet services. Assist in the development of other operational processes that detail the activities associated with customer support of sales and account management, technical support, and field technician and installation activities. Responsible for creating processes that manage and consistently reduce costs in addition to providing quality control. May participate in or lead cross functional teams or contribute individually to resolve quality issues, whether identified internally or externally.
ACCOUNTABILITIES include the following. Other duties may be assigned.
- Manage and optimize the organizational, operational and job processes for acquiring, installing, delivering and maintaining customers. Ensure timely responses to product placement requests. Verify the accuracy and completeness of requests, associated documentation and product configurations
- Identify, trouble shoot and facilitate quick resolution of operational and customer impacting issues that may arise. Provide accurate and timely updates to management and impacted cross-functional departments
- Provide operational performance metrics as required that consistently provide, measure and produce operational effectiveness and efficiencies
- Relay pertinent performance metrics, failure information, and feedback from customer(s) to Corporate Quality, Engineering, Manufacturing, Operations, Marketing, and other relevant functional areas of Management to facilitiate corrective action and continuous improvement of the product and/or service offerings
- Track and report on all the organizational, operational and job processes. Work with the internal teams to produce reports that are correct and most effectively synthesize the status of the overall operations
- Carry out process assessment and process optimization activities including collecting, analyzing, and presenting pertinent process data and recommendations to management
- For each new product or significant process change, work in a cross functional environment to ensure product and process design and data collection and reporting are adequately documented and capable of meeting customer expectations and requirements
- Overall understanding of coordination and relationship between process, training, quality and knowledge organizations and ability to consistently interact, lead, manage and deliver in all areas to ensure success
- Support the development and maintenance of internal and external articles and other content to support the end user in effectively implementing processes
- Facilitate/manage problem investigation, root cause determination, and corrective action implementation for issues identifed either by external customers or through monitoring of internal performance or product field performance metrics. This includes obtaining ownership and commitment by responsible organization (RMA, Engineering, Manufacturing, Customer Care, Network Operations, Premise Technicians, etc.) and following up to ensure effective action is taken. Issues may require escalation through Management (including Executive Team) as required to obtain proper prioritization
- Analyze workflow bottlenecks and streamline processes through establishing policies and procedures and system enhancements, as needed.
Requirements:
QUALIFICATION REQUIREMENTS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Strong process orientation with the ability to understand the strategic and tactical link between business processes and the financial success of the business
- Excellent project management skills with proven track record of effectively managing large, complex projects
- Thorough understanding of typical troubleshooting methodologies for the support of general internet connectivity in a consumer environment
- Strong leadership and organizational abilities, demonstrated through related work experience
- Excellent communication skills
- Minimum 3-5 years experience within process, training, quality and knowledge providing environment
- Outstanding negotiation, decision making, influence, leadership and conflict resolution skills
- Ability to work cooperatively with all levels of management and persons of differing skill sets
- Must have strong working/industry knowledge of telecommunicationsPrevious experience in supporting a Customer Care, NOC, and/or Field Operations organization
- Additional tasks as determined
WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The work environment involves everyday risks or discomforts which require normal safety precautions typical of such places as offices, meetings and training rooms, e.g., use of safe work practices with office equipment, avoidance of trips and falls, observance of fire regulations and traffic signals, and/or working in moderate outdoor weather conditions, with reasonable ability to lift and handle packaged or unpackaged WildBlue equipment.
Contact:
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