Customer Experience Specialist

Mobile Communications America Inc•Timonium, MD

2d•Hybrid

About The Position

MCA, your trusted advisor for wireless communications, data, and security, is seeking an experienced Customer Experience Specialist to support our fast-growing Data Division, specifically supporting our Network Services team. MCA is building a team of people who share our values of service first, growth, teamwork, and safety. We take our work and customers seriously and believe our best work can be fun. When you join our team, you join the MCA family! We offer competitive compensation and comprehensive benefits, including Medical, Dental, Vision, 401K, Paid Time Off (PTO), Holiday Pay, Education and Certification Incentives and much more.

Requirements

5 years of full-time experience directly supporting customer engagements in the role of sales, in-side sales, project management, or other customer-facing role.
Working knowledge of wireless services including preventative maintenance, RF testing, emergency response and repair
Outstanding customer focus with excellent verbal and written communication skills with fluency in the English language.
High competency working in Excel, Word, PowerPoint, Outlook, and Teams
Valued team player and works in parallel with peers and cross-functionally.
Strong verbal communication skills with internal and external stakeholders

Nice To Haves

Success in sales, preferably in maintenance contracts or related services.
Excellent communication and interpersonal abilities.
Ability to build rapport with clients and prospects; ability to articulate the value proposition of MCA services to potential clients both verbally and in writing.
You will bring an unwavering focus on the customer. In any situation, you will be the voice of the customer to ensure that IWS is delivering a valuable service and that customers see us as a valued partner.
You will bring a positive can-do attitude that finds ways to work across IWS teams and MCA divisions to deliver for our customers.
You will bring a focus on details, process, and innovation that will help push our service delivery to the next level
Ability to work overtime, evenings, weekends, holidays, and varying schedules as required.
Experience with CRM and Database updates
Ability to read and summarize service contracts
Background with in-building wireless technologies and familiarity with vendors.
Participates and works well within cross-functional teams and customers.
Familiarity with approved AI-enabled productivity tools and workflow automation.

Responsibilities

Engaging with our existing and future customers to create a “best in class” experience ensuring that our customers are fans of MCA and would recommend our services to others.
Responsible for promoting and selling maintenance contracts for our company's products or services.
Develop and maintain relationships with existing customers to upsell maintenance contracts and renewals including preparation, distribution, follow-up and coordination through invoicing.
Collaborate with the sales team to develop sales strategies and meet sales targets
Prepare and negotiate sales contracts, ensuring terms and conditions meet both company and customer requirements.
Manage service contract renewals using established commercial processes, including preparation, distribution, follow-up and coordination through invoicing.
Coordinate with the NOC, Field Services, and Customer Experience teams to ensure seamless delivery and support of maintenance services.
Maintain accurate customer, contract, quote and service data in CRM and operational systems in accordance with established data standards and processes
Present health KPI reports using established reporting standards; identify gaps and recommend improvements to the reporting process to better support customers and grow accounts.
Conduct periodic service and network-performance reviews with customers in accordance with established engagement cadence.
Act as point of escalation and customer advocate for customer complaints, service calls, trouble resolution, and repair initiatives. Communicate contract SLAs internally to ensure that all contractual requirements are met by the Operations team.
Support Sales as a subject matter expert for Network Services. Create quotes for services, assist in proposal generation, support customer meetings, and be the front door to the Network Services team to address general inquiries about services.