Customer Relationship Specialist
Customer Relationship Specialist - Nashville, TN (Account Retention/Sales)
SUMMARY: Provides service to assigned customers to ensure existing maintenance accounts are retained, contracts are timely renewed, and additional revenue is generated. ESSENTIAL FUNCTIONS: Identifies, farms, and secures orders in assigned accounts for: Expiring services and contracts Opportunities to generate additional revenue through up-selling, proposals, RFPs, and ongoing marketing promotions Facilitates customer order requests for moves, adds, changes, and disconnects, initiating orders and ensuring orders completed in timely, accurate manner and to customer satisfaction. Monitors assigned account activities (e.g., trouble tickets, billing adjustments and reports, collections) and follows up as necessary to research, facilitate, and ensure resolution. Recognizes and escalates at risk customer situations through management chain for reactive save attempts. Sets up and maintains/updates customer profiles and account activity daily in tw telecom database (SMART) to ensure accurate, current information is available. Communicates quarterly with assigned customers, utilizing assorted methods and ensuring messages are proactive, clear, accurate, and pertinent/meaningful. Performs other duties as assigned.