Customer Support Manager - Phoenix, United States - Cox Enterprises

Description

**Primary Location:** 3010 West Agua Fria Freeway , Phoenix , AZ , US **Customer Support Manager Cox Business**

222742 At Cox, were forward-thinking innovators who put people first. Our award-winning workplace culture is centered on inclusion and kindness, and were looking for people to join our mission to be a force for good in the world. Come build a better future with us across automotive, communications, the environment and more.

We want to do everything we can to keep our employees safe and healthy. Therefore, where permitted by applicable law, you will need to be fully vaccinated against COVID-19 to be considered for this U.S.-based job. Reasonable accommodations for medical and religious objections will of course be considered.

Keep reading to learn more about this opportunity and how you can continue to make your mark with Cox.

**SUMMARY**

The **Customer Support Manager** for Cox Business is responsible for managing repeat, chronic-customer issues in the Bronze, Silver, and Gold customer segments within their assigned market/region. They will proactively report on, research, and escalate issues with the various boundary partners across their assigned region. The Customer Support Managers primary role is acting as a customer advocate to ensure customer service levels are met and develop action plans that drive improvements.

**Primary Responsibilities / Tasks Essential Funcions**

ENSURE ADHERENCE TO ESTABLISHED COX PROCESSES: Drive the correct behaviors of assigned market teams to align with customer engagement, escalations, ticket handling, documentation, and account integrity.

CHRONIC TROUBLE MANAGEMENT: Develop action plans to address accounts, circuits, or locations which have experienced multiple troubles within in a specified time. The action plan should identify the root cause, recommendation for improvement, and the associated timelines for resolution. Collaborate with the appropriate internal teams and possibly the customers vendor in developing and implementing action plan.

CB TECH. OPS TEAM ENGAGEMENT; Work with the CB Tech. Ops team is in Atlanta to help understand and identify any systemic issues that lay outside of assigned region but impact CB customers. Provide assistance with data gathering, correlation, and analysis as needed.

NATIONAL COX BUSINESS NRSC REPRESENTATIVE: Participate in the bi-weekly calls with the CB National Reliability Score Card team, NOCs, Field Service, and Comm. Centers to understand issues affecting the timely repair of customer issues and work locally with teams to correct those issues.

INTERNAL POST-INCIDENT REVIEW: Review of Chronic issues and their underlying causes and make appropriate recommendations to the various boundary partners/Center teams to drive the desired improvement.

**Qualifications:**

**Minimum**

HS diploma, GED or relevant work experience

Specialized skill training/certification may be required

5-7 years of experience in customer facing technical support role

Comfortable working with all levels of customer management

Proficient problem solving and analytical skills

Exceptional interpersonal skills

Verbal

Written

Exceptional troubleshooting analysis skills with CB Products

Exceptional organizational skills

Ability to multitask

Ability to work flexible hours and/or on-call as needed

**Preferred**

Knowledge of TCP/IP and LAN/WAN topologies and configurations

Knowledge of telecommunications services

Prior experience with trouble management software required

A+, Net+, CCNA, Microsoft certification preferred

Who We Are

**About Cox Communications**

Cox Communications is committed to creating meaningful moments of human connection through broadband applications and services. The largest private telecom company in America, we proudly serve six million homes and businesses across 18 states. We're dedicated to empowering others to build a better future and celebrate diverse products, people, suppliers, communities and the characteristics that makes each one unique.

**About Cox**

Benefits of working at Cox may include health care insurance (medical, dental, vision), retirement planning (401(k)), and paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO). For more details on what benefits you may be offered, .

Cox is an Equal Employment Opportunity employer All qualified applicants/employees will receive consideration for employment without regard to that individuals age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law.

Statement to ALL Third-Party Agencies and Similar Organizations: Cox accepts resumes only from agencies with which we formally engage their services. Please do not forward resumes to our applicant tracking system, Cox employees, Cox hiring manager, or send to any Cox facility. Cox is not responsible for any fees or charges associated with unsolicited resumes.

**Who We Are**

At Cox, we strive to provide the best customer service to our clients, every time. And, since youre so dedicated to our clients and customers, were dedicated to you in providing top-flight benefits and support.

Keep scrolling down to learn more.

**Benefits**

Generous compensation plans

MyTime: Flexible time off policies

Free in-network womens healthcare

Cox U: Thousands of free online classes

Dollars for Ideas: Well pay for your continuing education

Adoption assistance

Home & Auto insurance

Pet insurance for your fluffy loved ones

Telehealth: Phone and video visits with a doctor in minutes

Tonya Wallace

Director of Agile Delivery I love that Cox gives engineers a voice. Ive seen workplaces where its more of a just sit there and code type of environment. Not here. They encourage communication and transparency. All teams have the ability to share ideas. Billy Mullner

Automotive Technician II One of the best things here are all the great benefits. ASE certifications are super important to me and I always like learning new things. Marco Valero

Manager of Software Engineering Cox leaders care about their employees career paths and help them grow into better professionals and members of the community. And I love that the company provides lots of training, challenging problems to solve, and opportunities to learn new technology and skills. Jarrod Baer

Portfolio Manager I enjoy my coworkers because of the unity we have. We share best practices and talk about how we can better our clients experience as well as our company. **Inclusion makes us stronger**

We thrive on what makes us different and celebrate each others unique abilities and perspectives. We embrace an inclusive culture of fairness and respect, value and belonging, empowerment and growth. No two employees look or think the same and we prefer it that way