Full Job Description
Job Title: Account Specialist Department: Sales
Job Summary: The Account Specialist is responsible for a variety of activities with the primary goal of reduction of churn. These activities range from proactive contacts to the Telesystem base of customers along with being the internal advocate for Telesystem’s base of customers billing under $1,500 (nationally) and billing under $700 (on net Telesystem fiber). As the internal advocate for these customers responsibilities are primarily account review and renewal. This position requires the ability to speak knowledgably about the Telesystem product portfolio, have an understanding of current market rates, identify any “At Risk” customers along with identifying additional opportunities within the base of customers they interact with. Upon determining further needs within the base of accounts that they are responsible for the Account Specialist will engage with the Supervisor, Sales Support to introduce an Account Manager who will be responsible for further discussion on any upsell opportunity available.
The Account Specialist reports to: Supervisor, Sales Support.
There are no direct reports to this position.
Essential Job Functions The Account Specialist is accountable for the following items at Telesystem:
The execution of retention strategies set forth by the Supervisor, Sales Support for the primary responsibility of the reduction of churn and proactive contacts with current customer base.
Increasing the contact touch points of the customer base by way of proactive contacts to customers in an effort to increase communication of current services, any open issues and communication of new services.
Increasing the success of retention by way of proactive contacts by focusing on phone calls and emails on the customer base billing under $1,500 (nationally) and under $700 (on net Telesystem fiber), and any other customer retention duties as assigned.
Working with the Manager, Customer Success on identification of potential new opportunities in the base of customers they interact with.
Acquiring relevant contact names, email addresses and updating the billing system as needed for preferred means of communication within the account base.
Following and enforcing the Company’s policies and procedures, including the EEO guidelines and safety, at all times.
Performing any miscellaneous duties as needed.
Education and Experience
HS diploma or equivalent degree- required;
1 year of customer service – required (internships or student work can be considered)
1 year of telecommunications account management experience – preferred
Bachelor’s degree- preferred
Proficient in Microsoft Office 365 - required
Agile – Embraces change; adaptable and flexible; sense of urgency;
Innovative – Uses critical thinking; Creativity; Continuous learning; Challenges the status quo;
Customer Focused – External/Internal; Creates the exceptional customer experience; demonstrates a sales and service mentality;
Collaborative – Teamwork, Proactive knowledge sharing, Constructive Conflict
Accountable – See it, Own it, Solve it, Do it; Hold each other accountable.
Job Specific Competencies
Deliver Results – Strategic planning and execution; Makes decisions in the best interest of the Company; Knows and responds to the business climate; Manages ambiguity
Displays Leadership – Role Model; Communicates vision; possesses Emotional Maturity; Manages Risks; Resiliency; Business Acumen
Communicates well both verbally and in writing, creates accurate and punctual reports, delivers presentations, shares information and ideas with others.
Listens attentively to others, asks clarifying questions, actively listens, stays open to other viewpoints, and manages distractions and interruptions.
Conducts positive negotiations, ability to compromise, handles conflict, seeks common ground, articulates own and others goals, stays focused on positive outcome.
Prioritizes well, shows energy, reacts to opportunities, instills urgency in others, meets deadlines;
Maintains composure during stressful times;
Ability to work effectively as a team member;
Evidence of good organizational skills;
Careful attention to detail;
Ability to work independently, with little or no supervision;
Ability to bring projects/assignments to completion within required time frames;
Present professional appearance and demeanor through verbal and non-verbal communication
Demonstrates good working relationship with other Account Executives, Engineering and Programming personnel
Valid driver’s license and driving record that meets company standards at all times
Background record that meets Company standards;
Reliable means of transportation at all times
Valid driver’s license and driving record that meets company standards at all times.
Strictly maintains confidentiality of financial and/or other information acquired in the course of work; discloses only when authorized, unless legally obligated to do so.
This position requires the individual to sign a non-compete / confidentiality agreement.
The Account Specialist is a full-time, non-exempt position. The regular hours of work are 40 hours per week and overtime as needed as assigned by supervisor according to the Company’s needs.
The Company is a drug-free workplace. All employees are required to adhere to the Company’s drug-free workplace programs and policies. Pre-employment testing is mandatory along with random testing throughout continued employment.
The Account Specialist is required to drive on the job as needed and is subject to regular MVR checks. He/she must maintain a valid driver’s license and maintain a driving record the meets Company standards for an insurable driver at all times. Any time these conditions are not met, he/she must not drive on the job and must immediately report it to his/her supervisor.
The duties assigned, the hours worked, and the status of this position is subject to change as the needs of the company changes.
USE OF COMPANY RESOURCES, EQUIPMENT, AND CONFIDENTIAL INFORMATION Company resources and information are provided to employees to facilitate work. They may not be used for purposes other than work without proper authorization. Any unauthorized use of information gained via any company resource is breach of confidentiality and is strictly prohibited. Any unauthorized use of company resources and/or breaches of confidentiality may be cause for termination of employment.
The statements herein are intended to describe the general nature and level of work being performed by employees assigned to this job. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required.
Job Type: Full-time
Pay: $45,000.00 - $50,000.00 per year
8 hour shift
Supplemental pay types:
High school or equivalent (Required)
Customer service: 1 year (Required)
Work Location: Remote
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