Building Relationship Representative
RCN - Long Island City, NY

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  • Conduct face-to-face visits with property managers and other representatives
  • Provide a single point of contact for Property Managers and Board Members and be available to attend Board Meetings or Town Halls.
  • Become the link between the building and RCN Operations by addressing building-wide service problems
  • Be available to individual customers to research and resolve repeat issues for residents that have gone unresolved
  • Provide Market support; including but not limited to credit and promo adjustments, research billing disputes, perform reschedules and cancellations, assist with equipment management and manage sales contests and special projects for the properties
  • Consistently communicate pertinent RCN information regarding rates and products to building management
  • Maintain an ongoing relationship to foster a partnering atmosphere
  • Track the ARPU of the individual properties and analyze penetration levels
  • Target properties with underperforming ARPU, ASPC, and subscriber penetration for re-marketing
  • Coordinate property audits
  • Coordinate with the marketing team on all marketing events
  • Develop focused sales efforts, such as lobby events and direct marketing based on specific knowledge of the properties
  • Provide information and assistance to the Access Reps when it comes time for contract renewals
  • Acting as liaison, accompany the Access Rep on appointments, to ensure a smoother contract renewal process
  • Provide reports and additional analysis as requested
Progress will be measured through quarterly goals and objectives established by management Qualifications:

  • Two to five years experience in a customer service or sales role, preferably within the telecom industry
  • Solid understanding of all RCN products and services
  • Working knowledge of ICOMS, PWS, GUI, TEAD, NPAC/LSOA, Lotus Notes, Word, Excel, and Access
  • Demonstrated understanding of back office operations such as IR responsibilities, Market Support procedures, quota guidelines, and communication needs between Customer Service, centralized Dispatch and the field
  • Demonstrated conflict resolution and listening skills
  • Ability to multi-task while meeting deadlines in a fast paced environment
  • Ability to remain calm and courteous when interacting with customers
  • Strong interpersonal, written, and verbal communication skills
  • Close attention to detail
  • Problem solving skills and troubleshooting skills
  • Strong decision making skills
  • Ability to provide a high level of Customer Satisfaction
  • Strong verbal communication skills
  • Critical thinking, reasoning, and problem solving skills
  • Team oriented focus
  • Willingness to take ownership and to accept empowerment
  • Ability to multi-task while meeting deadlines in a fast-paced environment
We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.

About this company
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You could say RCN is at home in the big city. The company operates cable-based broadband networks that serve the Boston, Chicago, and New...