Enterprise Customer Service Specialist
Company: Frontier Communication
Location: Elk Grove
Posted on: January 12, 2021
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Job Description:
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 (Total Bill
Revenue) increase/decrease, risk tied to customer with details,
forecasting, and current activity for QBR (Quarterly Business
Review)* 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 teamsRequirements:* 3 or more years of
account management. customer service,--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* Expert at Microsoft Office Suite, Google Apps,
Salesforce and help desk support software* Associates Degree in
appropriate field of study or equivalent work experience* Excellent
listening, negotiation and presentation skills* Excellent verbal
and written communications skills* 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 deadlinesKey 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
Keywords: Frontier Communication, Elk Grove , Enterprise Customer Service Specialist, Other , Elk Grove, California
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