Centralized Account Manager
About The Position
The Centralized Account Manager (CAM) is responsible for assisting the Business Solutions Team and supporting contracted customers. Ensures a first class service experience across all Astound markets. Support all Direct and Indirect Sales teams with serviceability requests and proposal management. Responsible for customer satisfaction by resolving billing, service, and product issues directly or coordinating resolution with internal groups. Engage operational teams to define and assess metrics and ensure customer service levels are met. Assist in the management and execution of commission plans of indirect agent members across Business Solutions markets. Enhance and educate customers on brand and service capabilities. Build and maintain strong relationships across business units. Collections: track and maintain a minimum level of possible bad debt. Renewals: track strategic contracts and engage in renewal discussions. Maintain customer contact databases including Ni2, Sugar CRM and ICOMS. Support contracted customers with move, add, change and disconnect requests. Other duties as assigned.
Requirements
- 3-5 years experience in telecommunications with service and customer management experience.
- High energy level and ability to respond to customer issues and escalations.
- Excellent presentation and communication skills.
- Strong organizational development, project management and process improvement skills.
- Demonstrates honesty and confidentiality.
- Entrepreneurial mindset with ability to solve complex issues.
- Ability to operate effectively in a dynamic environment.
- Strong telephone, written and in-person communication skills.
- Strong problem-solving skills and big-picture thinking.
- Ability to remain composed during challenging situations.
- Ability to work independently with little supervision.
- High school diploma or equivalent required.
- Proficiency with Microsoft Word, Excel, and PowerPoint.
Nice To Haves
- Bachelor's degree or equivalent experience preferred.
Responsibilities
- Assisting the Business Solutions Team and supporting contracted customers.
- Ensuring a first-class service experience across all Astound markets.
- Supporting Direct and Indirect Sales teams with serviceability requests and proposal management.
- Resolving billing, service, and product issues directly or coordinating resolution with internal groups to ensure customer satisfaction.
- Engaging operational teams to define and assess metrics and ensure customer service levels are met.
- Assisting in the management and execution of commission plans of indirect agent members across Business Solutions markets.
- Enhancing and educating customers on brand and service capabilities.
- Building and maintaining strong relationships across business units.
- Tracking and maintaining a minimum level of possible bad debt.
- Tracking strategic contracts and engaging in renewal discussions.
- Maintaining customer contact databases including Ni2, Sugar CRM and ICOMS.
- Supporting contracted customers with move, add, change and disconnect requests.
Benefits
- 401k retirement plan, with employer match
- Medical insurance
- Dental insurance
- Vision insurance
- Life insurance
- STD insurance
- Paid Time Off/Vacation: Starting at 80 hours per year, and increases based on tenure with the organization
- Floating Holiday: 40 hours per year
- Paid Holidays: 7 days per year
- Paid Sick Leave: Astound allows a number of paid sick hours per calendar year and varies based on state and/or local laws
- Tuition reimbursement program
- Employee discount program
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
