Account Management Specialist

Frontier Communications • Dallas, TX

291d

About The Position

As the largest pure-play fiber provider in the U.S., we deliver blazing-fast broadband connectivity that unlocks the potential of millions of consumers and businesses. As a Frontier employee, you will be part of our purpose of Building Gigabit America—creating the digital infrastructure that the country needs to thrive today and into the next century. Join us! The Account Management Specialist (AMS) contributes to service delivery, business retention and revenue growth objectives of the SMB team, through selling and support efforts. The AMS is an important resource within Frontier that provides the customer with easy access and maneuverability through our organization. The AMS maintains a passion for customer service and works pro-actively with other internal and external resources to ensure we exceed customer expectations. Account Management Specialists are expected to become Subject Matter Experts (SMEs) for department in two areas of choice based on knowledge and experience. This position reports to Manager, SMB Account Management.

Requirements

• 2-5 years in a telecom sales or support role or comparable experience required.
• Bachelor's Degree preferred.
• Working knowledge of CRM systems.
• Excel proficiency.

Responsibilities

• Virtual Pre-Fielding: reviewing and analyzing upcoming activations to identify complex orders needing proactive field support and engineering work in advance of activation date.
• Contacting customers in advance of activation date to ensure awareness of activation instructions requiring engineering and field operations knowledge on the front end.
• Reporting on missed commitment and cancelation orders from prior day.
• Addressing any orders not in Dispatch for the current install day.
• Attending slippage meeting to discuss trends and plan of action.
• Calling & emailing customers 3 times prior to installation of services to ensure effective communication with customer during installation process.
• Reaching out to Buried Service Wire to submit ticket for Vendor drop.
• Following up post installation to ensure services are working and address any questions.
• Contacting customers post change of ownership to discuss potential upsell options.
• Handling any customer escalations sent from Management.

Benefits

• 20 PTO (Paid Time Off) days + 10 paid holidays per year.
• Mileage Stipend for travel around town.
• Day one medical, dental, vision and prescription drug plan.
• 401k match of 50% on 6% of eligible compensation.
• Performance-based promotion path and succession planning.
• Tuition Assistance Program.
• Personal & Work Life Balance Resources & Wellness Support Assistance.
• Employee Resource Groups.
• 10 weeks of paid parental leave, & a phased return to work program for new parents.
• Up to $10k in adoption program assistance.
• 3 weeks of paid caregiver leave.
• Company provided laptop and cell phone for work.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Telecommunications
• Education Level: Bachelor's degree