The Client Relationship Specialist is a service-minded individual who provides best-in-class client services for Spectrum Community Solutions Bulk customers. These customer interactions include maximizing opportunities to enhance the Customer Lifetime Value by alleviating escalated customer concerns and renewing customer that are out of contract. The Client Relationship Specialist executes strategy that strikes a balance between saving bulk customers and retaining revenue. Additional responsibilities will include renewals for several critical initiatives including obsolete equipment remediation, delinquent accounts, and improving customer communications.
MAJOR DUTIES AND RESPONSIBILITIES
Actively and consistently support all efforts to simplify and enhance the customer experience.
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Provide a single point of contact for escalated cases with the ability to transition an escalated call into a positive customer experience.
Support bulk customers using applications, tools and other resources, effectively resolve issues using customer-friendly language on a variety of concerns: billing, pricing and packaging, availability, equipment changes, proration, escalations, etc.
Customer Retention - Drive contract renewals for targeted SCS Bulk customers by leveraging available retention programs and offers.
Performs all work-related tasks, including escalation of issues, in a manner that is in compliance with company values, policies and procedures.
Consistently meets all delivery, productivity, and sales related goals.
Responsible for identifying and reporting trends and issues impacting customers.
Priority Renewals - < 30 Doors and Non-Pay Properties
REQUIRED QUALIFICATIONS
Required Skills/Abilities and Knowledge
Ability to read, write, speak and understand English
Effective written and oral communication and interpersonal skills
Ability to present to enterprise level clients
Ability to learn quickly and apply that knowledge in a cross-functional team environment
Ability to multi-task and prioritize projects based on timing and resource availability
Proven customer service, organizational, analytical and follow-through skills
Ability to maintain confidentiality
Ability to prioritize and organize effectively
Ability to use personal computer and software applications (Powerpoint, Word, Excel)
Required Education
Required Related Work Experience and Number of Years
PREFERRED QUALIFICATIONS
Preferred Skills/Abilities and Knowledge
Prior Business Sales or Account Support experience/knowledge preferred
Preferred Education
Associates or Bachelor's degree, or equivalent combination of education and experience
Preferred Related Work Experience and Number of Years
Business-to-Business Sales and/or Client Services Management experience - 1+
Telecomm Sales and/or Client Services experience
Prior experience in a retention and /or sales environment - 1+
Prior experience in the telecommunication industry
WORKING CONDITIONS
Office environment
#LI-TH
SAM105 2024-43724 2024
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A qualified applicant's criminal history, if any, will be considered in a manner consistent with applicable laws, including local ordinances.
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