Enterprise Customer Service Specialist

Sales TAMPA, Florida MERIDEN, Connecticut FORT WAYNE, Indiana CAMARILLO, California NEW HAVEN, Connecticut DURHAM, North Carolina MARION, Ohio IRVING, Texas ELK GROVE, California LONG BEACH, CA BURNSVILLE, Minnesota ROCHESTER, NY CHARLESTON, West Virginia KINGMAN, AZ POMONA, CA SYCAMORE, IL NOBLESVILLE, IN MIDDLETOWN, NY DALLAS, Pennsylvania THOUSAND OAKS, California


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.