The Client Relationship Specialist is a service-minded individual who provides best-in-class client services for Spectrum Community Solutions Bulk customers. These customer interactions include maximizing opportunities to enhance the Customer Lifetime Value by alleviating escalated customer concerns and renewing customer that are out of contract. The Client Relationship Specialist executes strategy that strikes a balance between saving bulk customers and retaining revenue. Additional responsibilities will include renewals for several critical initiatives including obsolete equipment remediation, delinquent accounts, and improving customer communications.

MAJOR DUTIES AND RESPONSIBILITIES

Actively and consistently support all efforts to simplify and enhance the customer experience.

Provide a single point of contact for escalated cases with the ability to transition an escalated call into a positive customer experience.

Support bulk customers using applications, tools and other resources, effectively resolve issues using customer-friendly language on a variety of concerns: billing, pricing and packaging, availability, equipment changes, proration, escalations, etc.

Customer Retention – Drive contract renewals for targeted SCS Bulk customers by leveraging available retention programs and offers.

Performs all work-related tasks, including escalation of issues, in a manner that is in compliance with company values, policies and procedures.

Consistently meets all delivery, productivity, and sales related goals.

Responsible for identifying and reporting trends and issues impacting customers.

Priority Renewals - 30 Doors and Non-Pay Properties

REQUIRED QUALIFICATIONS

Required Skills/Abilities and Knowledge

Ability to read, write, speak and understand English

Effective written and oral communication and interpersonal skills

Ability to present to enterprise level clients

Ability to learn quickly and apply that knowledge in a cross-functional team environment

Ability to multi-task and prioritize projects based on timing and resource availability

Proven customer service, organizational, analytical and follow-through skills

Ability to maintain confidentiality

Ability to prioritize and organize effectively

Ability to use personal computer and software applications (Powerpoint, Word, Excel)

Required Education

Required Related Work Experience and Number of Years

PREFERRED QUALIFICATIONS

Preferred Skills/Abilities and Knowledge

Prior Business Sales or Account Support experience/knowledge preferred

Preferred Education

Associates or Bachelor's degree, or equivalent combination of education and experience

Preferred Related Work Experience and Number of Years

Business-to-Business Sales and/or Client Services Management experience – 1Telecomm Sales and/or Client Services experience

Prior experience in a retention and /or sales environment - 1Prior experience in the telecommunication industry

WORKING CONDITIONS

Office environment

#LI-TH

SAM105 2024-43724 2024

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A qualified applicant’s criminal history, if any, will be considered in a manner consistent with applicable laws, including local ordinances.

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