Client Services Account Specialist, Carrier, Spectrum Enterprise

At a glance:

• Are you a client-focused account management professional talented in conducting regularly scheduled meetings and account reviews with clients to secure existing revenue?
• Can you identify and implement process improvement to increase accurate billing for carrier clients?
• Do you desire a competitive salary with lucrative benefits and a focus on professional development?

Our company:

At Spectrum Enterprise, our goal is to foster an engaging work environment that encourages our team members to reach their full potential. We promote a culture of excellence that celebrates diversity, innovative thinking and dedication to consistently exceeding client expectations.

Spectrum Enterprise, a part of Charter Communications, Inc., is a national provider of scalable, fiber technology solutions serving America’s largest businesses and communications service providers. The broad Spectrum Enterprise portfolio includes networking and managed services solutions: Internet access, Ethernet access and networks, Voice and TV solutions. Spectrum Enterprise’s industry-leading team of experts works closely with clients to achieve greater business success by providing solutions designed to meet their evolving needs. More information about Spectrum Enterprise can be found at enterprise.spectrum.com.

Highlights:

As a Carrier Client Services Account Specialist, exceeding client expectations is your daily pursuit. You are passionate about proactively supporting the existing client base through detailed and patient management of specific accounts. You excel at reviewing and managing potentially large, complex dispute spreadsheets while coordinating research and documenting findings for leadership review. You collaborate with boundary partners, such as Legal, to understand the validity, root cause and preventative actions for potential credits due to clients.

Through your understanding of each client’s current and future needs, you monitor dashboards and reports and take actions to advance client billing disputes and identify activities to be performed by other departments. You review and resolve credit requests and settlements and escalate delays to the appropriate stakeholders. You prepare quarterly bill reviews to review with clients and monitor billing trends, disputes and data mining to identify billing practices and outliners. You flourish in an office position interacting with accounts across the Spectrum Enterprise footprint via telephone and digitally. You report directly to the Manager of Client Services for goals, guidance and assistance.

Position benefits:

• Competitive salary.
• Health, vision and dental insurance.
• 100% company match 401(k) up to 6%.
• Company funded retirement accumulation plan for an additional 3%.
• Education assistance.
• Pretax childcare spending account.
• Paid holidays, vacation days, personal days and sick days.
• Employee discount on Spectrum services where available.

What you will do:

• Be a key member of the Client Services team and support all efforts to simplify and enhance the client experience.
• Drive client satisfaction for assigned accounts by assisting in the creation of a long-term service plan and positioning strategy.
• Nurture existing client base and secure revenue by conducting regular meetings and account reviews.
• Report on client and account activity by maintaining and updating internal databases with accurate information.
• Encourage long-term retention by resolving client needs, issues or questions and serving as a client advocate when interfacing with Client Experience, Marketing, Product and Collections.
• Effectively resolve client issues and avoid escalations using desktop tools, such as CSG, SFDC, COIN, or CIT, and skillfully diffuse upset clients.
• Support assigned accounts through the development of internal control procedures and provide contract information for tracking and regulatory agency submissions.
• Mitigate risks by monitoring internal reports to maintain compliance with processes and procedures.
• Improve overall team performance by assisting with client survey analyses.
• Develop key post-sales support systems and procedures skills by participating in training sessions to remain current on changes in service pricing, order entry and sales promotions.
• Perform additional duties related to the position as assigned.

Required keys for success:

• Two or more years of sales relationship administration experience.
• Two or more years of Salesforce or equivalent client relationship management (CRM) experience.
• Three or more years of CSG or other billing system experience.
• Skilled in effective client relations.
• Knowledgeable of the telecommunications industry and fiber processes and procedures.
• Proven ability to maintain composure in stressful situations and diffuse challenging clients.
• Skilled communicator that can establish a long-term client rapport.
• Deadline-driven with the ability to manage multiple projects independently in a fast-paced environment.
• Confident when demonstrating a team-led relationship with other team members.
• Proven prioritizing, organizing and problem-solving skills.
• Excellent analytical and critical-thinking skills.
• Familiarity with Salesforce, ICOMS/CSG or other billing systems.
• Proficient in Microsoft Word, Excel and PowerPoint.
• Effective written and spoken English communication skills with all levels of an organization.

How you will stand out from the crowd:

• One or more years of experience with carrier clients.
• Two or more years of experience as an Account Coordinator or Billing Resolution Coordinator.

Your education:

• High school diploma or equivalent (required).
• Bachelor’s degree in accounting or a related field or an equivalent combination of education, train and experience (preferred).

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