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Client Services Account Coordinator
Spectrum
Charlotte, NC, United States
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JOB SUMMARY
The Client Services Account Coordinator is responsible for the dedicated, post-sale support of Spectrum Enterprise clients. With a concentration on the proper administration of our accounts, this team will focus on all back-office aspects including billing, credits, research, investigation, audits and general account maintenance.
MAJOR DUTIES AND RESPONSIBILITIES
Responsible for the intake and processing of all credits, debits, adjustments, and disconnects, including any associated research that may be necessary to garner the appropriate approvals for each.
Efficiently conducts research on accounts for purposes of quality control and to properly align customer types in appropriate categories and groupings. Assists with external or internal audits and responds to regulatory or tax departments. Works with the customer to maintain the proper paperwork and record keeping.
Develops and maintains appropriate documentation and reporting pertaining to all daily, weekly and monthly activities surrounding account adjustments.
Displays a proven proficiency in desktop tools to effectively resolve customer problems (CSG, ICOMS, COIN, SFDC, ACSR, KMS, DRUM etc.) to avoid unnecessary customer escalation. Remains current on billing system codes and policies.
Places/receives calls to/from customers for surveys, resolving billing issues, changes in benefit/feature packages, account errors, and general notification. Assists with RFPs and other responses to customers.
Assists the Client Services team in managing the funnel and keeping information up to date.
Aids in ensuring appropriate alignment of parent/child accounts in both Salesforce and associated billing systems. Ensures contracts are scanned into database or attached to the appropriate account.
Reviews account and monitors aging reports, including research, gathering data, and notifying the CSM of status and issues. Responsible for collection activities, if needed, on the accounts.
Remains current on changes in the service pricing and procedures, order entry process, and sales promotions through completion of the required/recommend training programs.
Performs other duties as requested by supervisor.
REQUIRED QUALIFICATIONS
Skills/Abilities and Knowledge
Ability to read, write and speak the English language to communicate with employees, customers, and suppliers, in person, on the phone, and by written communications in a clear, straight-forward, and professional manner
Ability to establish rapport and gain trust with customers
Ability to work toward and meet deadlines
Understanding of all documents required to support the carrier sales initiatives on all services and projects
Ability to prioritize and step into leadership roles as customer relationships require
Ability to prioritize and organize effectively
Ability to work independently and with minimal guidance
Comfortable solving moderate to complex issues
Proficient in Word, Excel, PowerPoint and Outlook
Knowledge of telecommunications industry
Knowledge of fiber processes and procedures
Ability to work while seated for prolonged periods of time
Ability to reach with hands and arms, to bend, to talk and hear, and to read and use a computer
Education
High School Diploma or equivalent
College course work in accounting or related field preferred
Related Work Experience Number of Years
Customer relationship management experience 2
CSG or other billing system experience 2
Salesforce.com experience 2
WORKING CONDITIONS
Office environment
Exposure to moderate noise level
0% travel