Why This Job?
Do you enjoy providing service to assigned customers managing that account and relationship? Do you have the commitment, desire, work ethic and discipline of planning, organizing, securing and managing resources to ensure existing maintenance accounts are retained, contracts are timely renewed, and additional revenue is generated? Are you a strategic planner? Can you represent the entire business and make a positive impact with every customer, vendor, and employee interaction?
If your answer is yes, tw telecom is currently searching for our next Customer Relationship Specialist
Get the Full Package with tw telecom .
At tw telecom , employees are part of a diverse, imaginative and talented team of people. In fact, the answer to our success is and always has been in our people – we value them, reward them, and empower them to succeed.
We give our people a voice by listening to what’s important to our employees and our customers.
t w telecom employees enjoy many rewards for working for a company that offers such things as: excellent competitive benefits, a 401k match of 5% with no vesting period, an employee recognition program, internal training, endless career advancement opportunities, leadership training, cutting edge technology – and many, many more.
The Key to Your Success
Demonstrated knowledge of marketing principles and processes
Operational understanding of telecommunications products and services
Contract management experience
To Achieve Your Objectives
Identifies, farms, and secures orders in assigned accounts for expiring services and contracts
Creating opportunities to generate additional revenue through up-selling, proposals, RFPs, and ongoing marketing promotions
Facilitates customer order requests for moves, adds, changes, and disconnects, initiating orders and ensuring orders completed in timely, accurate manner and to customer satisfaction.
Monitors assigned account activities (e.g., trouble tickets, billing adjustments and reports, collections) and follows up as necessary to research, facilitate, and ensure resolution.
Recognizes and escalates at risk customer situations through management chain for reactive save attempts.
Sets up and maintains/updates customer profiles and account activity daily in tw telecom database (SMART) to ensure accurate, current information is available.
Communicates quarterly with assigned customers, utilizing assorted methods and ensuring messages are proactive, clear, accurate, and pertinent/meaningful.
What We’re Looking For
A minimum of two years’ experience in inside sales, account management or customer retention is required.
Typical office environment with extensive use of office equipment, including PC and desktop packages (preferably Microsoft Office), fax, copier, phone
Strong communication skills – Verbal and written, utilizing various communication vehicles
Experience in conflict management/dispute resolution
Bachelors degree preferably in business or telecommunications or equivalent combination of applicable education/experience
Telecommunications environment extremely helpful
EQUAL EMPLOYMENT OPPORTUNITY:
Every decision made at tw telecom concerning hiring, promotion, compensation, training, assignment of job responsibilities, termination, or any other aspect of the employment relationship is to be made without regard to any legally protected characteristics such as race, color, national origin, religion, sex, age, sexual orientation, marital status, physical or mental disability, veteran’s status, or other characteristics protected by federal, state, or local laws. tw telecom strives for a workplace free of unlawful discrimination and harassment, including but not limited to racial, sexual, ethnic or religious.
Thank you for your interest in tw telecom .