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Enterprise Customer Service Specialist Job in Marion, Ohio US

Enterprise Customer Service Specialist

CITIZENS TELECOM SERVICES CO. - Marion, OH

Posted: 6/12/2020 - Expires: 9/10/2020

Job ID: 218304107



Job Description

Description


About Frontier Communications:

Frontier® Communications provides communications services to urban, suburban, and rural communities in 25 states. Frontier offers a variety of services to residential customers over its FiOS® and Vantage™ fiber-optic and copper networks, including video, high-speed internet, advanced voice, and Frontier Secure® digital protection solutions. Frontier Business™ offers communications solutions to small, medium, and enterprise businesses.

Overview:

The Enterprise Customer Service Specialist (ECSS) responsibilities include developing long-term relationships with an assigned module of customers, connecting with key business partners within their business to provide upward support to customer executives working with Account Executives. CSS liaise between customers and cross-functional internal teams to ensure the timely and successful delivery, dispute resolution, inquiry documents and support of our solutions according to customer needs. Manage and develop client accounts to initiate and maintain favorable relationship with clients. Responsible for organizing internal team members dedicated to meeting the operational needs of assigned customer segment.

Familiar with a variety of the field's concepts, practices and procedures. Rely on extensive experience and judgment to plan and accomplish goals. Performs a variety of tasks. Lead and direct the work of others. A wide degree of creativity and latitude is expected. Typically reports to head of a unit/department.

Responsibilities of the Enterprise CSS:

Serve as the customers primary point of contact and build long-term relationships with customers that create loyalty
Help customers through email, phone, online presentations, screen-share and face-to-face meetings
Develop a trusted advisor; custodian of the customer relationship with assigned accounts, customer stakeholders and executive sponsors
Ensure the timely ordering of our solutions, disputes, pricing/proposals and request according to customer needs and objectives
Communicate clearly the progress of monthly/quarterly initiatives to internal and external stakeholders via required QBR either by customer contract conditions or define customers by commercial leaders (known as our Premier customers)
Forecast and track key account metrics that include TBR increase/decrease, risk tied to customer with details, forecasting, and current activity for QBR
Update job knowledge by participating in educational opportunities in Brainshark, Salesforce, Cornerstone. Compass, and external resources; reading professional publications; maintaining personal networks; participating in professional organizations
Enhance department and organization's reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments
Responsible for keeping current clients satisfied and delivering exceptional customer service on a day-to-day basis
Monitor and analyze customer's usage of our product
Responsible for working with the Sales team to onboard and integrate new clients and developing existing client relationships
Serve as the team member between the customer and internal teams

Key Performance Include:

Total Bill Revenue Management (TBR) managing and reporting changes in MRR
Renewal management of Base (90%) account base with contract in term not expired
Net Promoter Score: meeting minimum expectations
Managing Current contracts to within terms and conditions (T&C) met
Strategic plan participation and on file
Rehabilitation plans on file and with guidelines of status/stages
Lead Generation

Requirements:

Proven account management or other relevant experience
Demonstrated ability to communicate, present and influence credibly and effectively at all levels of the organization, including executive and C-level
Experience in delivering client-focused solutions based on customer needs
Proven ability to manage multiple projects at a time while paying strict attention to detail
Excellent listening, negotiation and presentation skills
Excellent verbal and written communications skills
Bachelor's Degree in appropriate field of study or equivalent work experience
5+ years of marketing experience with agency background desirable
Deep digital understanding
Self-motivated and able to thrive in a results-driven environment
Natural relationship builder with integrity, reliability and maturity
Ability to prioritize among competing tasks
Critical thinking and problem-solving skills
Excellent time and project management skills; always looking to improve inefficient processes
Attention to detail and adherence to deadlines
Expert at Microsoft Office Suite, Google Apps, Salesforce and help desk support software

 


                   

Frontier Communications is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

Job Summary


Employment Type:
Full Time Employee
Job type:
Federal Contractor
Skill Based Partner:
No
Education Level:
Bachelor's degree
Work Days:
Mon, Tue, Wed, Thu, Fri
Job Reference Code
42247440
Salary
N/A
Licenses / Certifications:
N/A
Display Recommended WorkKeys®Recommended WorkKeys®:
N/A