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Client Services Account Coordinator - Company Enterprise
At a glance:
Are you a motivated and client-focused professional talented in long-term account management?
Can you commit to a client-facing role ensuring satisfaction through regular administration and communication on billing and general maintenance?
Do you desire a competitive salary with lucrative benefits and a focus on professional development?
At Company 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.
Company Enterprise is a national provider of fiber-based technology solutions that believes connectivity is fundamental to the progress of every organization. We are committed to helping our clients achieve greater business success by providing solutions designed to meet their evolving needs. The broad Company Enterprise portfolio includes networking and managed services solutions: Internet access, Ethernet access and networks, Voice and TV solutions. For more information visit Company website.
As a Client Services Account Coordinator, you focus intently on exceeding client expectations by serving as the account advocate. You see the world through the client’s eyes, and you understand their questions and concerns. You are passionate about proactively enhancing the client experience by completing all back-office administration to include billing, credits, audits and general account maintenance.
You excel at conducting research and investigations with internal teams to efficiently resolve issues and escalations. Through your expertise and understanding of each client’s current and future needs, you establish mutually beneficial processes that improve efficiency and ensure accuracy. You flourish in an office environment managing accounts across the Company Enterprise footprint. You report directly to the Manager of Client Services and Enterprise Client Care Operations for goals, guidance and assistance.
Health, Vision and Dental Insurance
100% Company Match 401(k) up to 6%
Company Funded Retirement Accumulation Plan for an additional 3%
Pretax Child Care Spending Account
Paid Holidays, Vacation Days, Personal Days and Sick Days
Employee Discount on Company Services Where Available
What you will do:
Be a compelling member of the Client Services team and support all efforts to simplify and enhance the client experience.
Drive the account management process by collecting and processing credits, debits, adjustments and disconnections and by conducting research to garner approvals for each.
Support the client services process by conducting research to categorize and group clients for the purpose of quality control.
Maintain process compliance by assisting with external or internal audits and responding to the regulatory or tax departments.
Maximize reporting by developing and maintaining appropriate documentation for daily, weekly and monthly account adjustment activities.
Effectively resolve client issues and avoid escalations using desktop tools such as CSG, ICOMS, COIN, SFDC, ACSR, KMS or DRUM.
Promote client satisfaction by communicating with them to conduct surveys, resolve billing issues and account errors, inform on changes in benefits packages and general notifications.
Ensure accurate client billing by remaining current on billing system codes and policies.
Assist with the sales cycle by drafting requests for proposal (RFPs) and other strategic responses.
Keep Client Services team up to date by managing client information and ensuring the alignment of parent and child accounts in Salesforce and other billing systems.
Foster long-term client relationships through account reviews and monitoring aging reports, to include research, gathering data and notifying the Client Sales Manager of the status.
Complete account documentation by scanning contracts into the database and attaching them to the necessary files.
Assist with account collections as needed.
Develop key sales skills by participating in training sessions to remain current on changes in service pricing, order entry and sales promotions.
Perform additional duties related to this position as assigned.
Required keys for success:
Two or more years of client relationship management experience
Two or more years of CSG or other billing system experience
Two or more years of Salesforce experience
Knowledgeable of the telecommunications industry and fiber processes and procedures
Expert in all documents required to support the carrier sales initiatives
Skilled communicator that can establish a long-term client rapport
Deadline-driven with the ability to work independently
Confident in stepping into leadership roles as client relationships require
Effective prioritizing, organizing and problem-solving skills
Familiar with Salesforce, ICOMS/CSG or other billing systems
Fluent in written and spoken English
High School Diploma or equivalent (required)
Bachelor’s Degree in accounting or a related field (preferred)
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