What are the responsibilities and job description for the Account Specialist position at Momentum Telecom Inc?
SUMMARY
The Account Specialist serves as the customer advocate and is responsible for creating a superior customer experience. In this role you will work with customers to submit orders, escalate tickets, and renew contracts. You will also work with the Account Managers to assist with escalations, put together license reports, build and process renewals. Ultimately, the Account Specialist is the primary contact for our Customer Service accounts (Voice MRR below $1,000) and is accountable for managing expectations and acting as an escalation point to facilitate problem resolution.
A successful Account Specialist will be able to develop relationships with customers and co-workers; have a deep understanding of Momentum products; be creative and resourceful to solve problems, and thrive in a fast-paced environment In addition, a successful Account Specialist will be interested in adding to existing and new sales opportunities by identifying and pursuing upselling opportunities with the existing customer base.
Responsibilities:
- Handle all tickets that come into the Retail Account Management queue for Customer Service accounts
- Understand several versions of the Momentum contract and Universal Terms to be able to explain to customers
- Learn the Momentum products and price book to be able to identify opportunities to add new services for customers
- Proactively contact customers to discuss renewing services
- Gather necessary information from customers to submit MACDs, hardware orders and service issue tickets; follow Requests/Tickets through to completion and confirm resolved with customers
- Follow internal escalation process to reach a timely resolution on behalf of customers
- Work closely with customers to identify concerns in an effort to retain business
- Collaborate with the Training Department to ensure customers are fully trained on their services and the Subscriber Portal
- Act as a liaison between the Account Managers and internal Momentum Departments to address customer escalations
- Assist Account Managers in putting together User License Reports
- Work closely with Account Managers to understand renewal needs, put together renewal proposals as requested by Account Managers and process renewal changes once agreement is fully executed.
- Work closely with Manager, Account Specialist to develop skills needed to successfully grow into an Account Manager role.
Qualifications:
- Ability to manage multiple tasks
- Ability to thrive in a fast-paced environment
- Handles stressful situations well
- Highly motivated and results oriented
- Plans and carries out responsibilities with minimal direction
- Customer service oriented
- Extremely detail oriented
- Works well in a team environment as well
- Must have the ability to use a computer, associated software products (i.e. Microsoft Word, Excel, PowerPoint and/or Outlook), and the Internet
- Familiarity with Salesforce.com or similar CRM tools is preferred
- Demonstrated history developing relationships with C-level professionals
- Documented experience exceeding sales quotas
- Excellent communication skills including written communication, speaking and presentation development and delivery
- Employee must be available to work overtime as required, be able to travel for conferences, seminars, and other off-site functions and must adhere to Company policies and procedures. Regular in-office attendance is essential (i.e. is consistently at work and on time).
Education Requirements:
- A four-year undergraduate degree is required
- A minimum of two years’ experience in the Unified Communications industry is preferred
