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Client Relationship Specialist

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Spectrum

1mo ago

  • Job
    Full-time
    Junior Level
  • Customer Relations
    Sales & Business Development
  • Charlotte

AI generated summary

  • You need strong English skills, effective communication, and experience in B2B sales. Proficiency in PC software, customer service skills, and a background in telecommunications are preferred.
  • You will enhance customer experience, manage escalated cases, resolve issues for bulk customers, drive contract renewals, meet productivity goals, and report trends affecting customers.

Requirements

  • Ability to read, write, speak and understand English
  • Effective written and oral communication and interpersonal skills
  • Ability to present to enterprise level clients
  • Ability to learn quickly and apply that knowledge in a cross-functional team environment
  • Ability to multi-task and prioritize projects based on timing and resource availability
  • Proven customer service, organizational, analytical and follow-through skills
  • Ability to maintain confidentiality
  • Ability to prioritize and organize effectively
  • Ability to use personal computer and software applications (Powerpoint, Word, Excel)
  • Prior Business Sales or Account Support experience/knowledge preferred
  • Associates or Bachelor's degree, or equivalent combination of education and experience
  • Business-to-Business Sales and/or Client Services Management experience – 1+
  • Telecomm Sales and/or Client Services experience
  • Prior experience in a retention and /or sales environment - 1+
  • Prior experience in the telecommunication industry

Responsibilities

  • Actively and consistently support all efforts to simplify and enhance the customer experience.
  • Provide a single point of contact for escalated cases with the ability to transition an escalated call into a positive customer experience.
  • Support bulk customers using applications, tools and other resources, effectively resolve issues using customer-friendly language on a variety of concerns: billing, pricing and packaging, availability, equipment changes, proration, escalations, etc.
  • Customer Retention – Drive contract renewals for targeted SCS Bulk customers by leveraging available retention programs and offers.
  • Performs all work-related tasks, including escalation of issues, in a manner that is in compliance with company values, policies and procedures.
  • Consistently meets all delivery, productivity, and sales related goals.
  • Responsible for identifying and reporting trends and issues impacting customers.
  • Priority Renewals - <30 Doors and Non-Pay Properties

FAQs

What is the primary responsibility of a Client Relationship Specialist?

The primary responsibility of a Client Relationship Specialist is to provide best-in-class client services for Spectrum Community Solutions Bulk customers, focusing on maximizing Customer Lifetime Value, alleviating escalated concerns, and driving contract renewals.

What qualifications are required for this position?

Required qualifications include the ability to read, write, speak, and understand English, effective communication and interpersonal skills, the ability to present to enterprise-level clients, strong customer service and organizational skills, and proficiency in using personal computers and software applications like PowerPoint, Word, and Excel.

Is prior experience in sales or customer service necessary?

While not mandatory, prior business sales or account support experience, as well as experience in a retention and/or sales environment, is preferred for this role.

What type of working environment can I expect?

The working environment is primarily an office setting.

What is the focus when it comes to customer interactions?

The focus is on simplifying and enhancing the customer experience by addressing their concerns, driving contract renewals, and maintaining strong relationships with bulk customers.

Are there any specific skills that are preferred for this role?

Preferred skills include prior experience in the telecommunication industry and familiarity with business-to-business sales and client services management.

What type of tasks will a Client Relationship Specialist handle?

A Client Relationship Specialist will handle escalated cases, resolve issues related to billing and equipment, drive contract renewals, report trends affecting customers, and ensure compliance with company policies and procedures.

Does this position offer opportunities for career advancement?

Yes, employees are encouraged to build careers and can advance within the company as they contribute to its success.

What benefits does the company offer?

The company offers a comprehensive pay and benefits package that supports employees' well-being and provides real value at every stage of life.

Is there support for employees with disabilities?

Yes, the company is committed to providing equal opportunities for employment and advancement, including support for individuals with disabilities and veterans.

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Spectrum

Telecommunications
Industry
10,001+
Employees

Mission & Purpose

Charter Communications, Inc. (NASDAQ:CHTR) is a leading broadband connectivity company and cable operator serving more than 32 million customers in 41 states through its Spectrum brand. Over an advanced communications network, the company offers a full range of state-of-the-art residential and business services including Spectrum Internet®, TV, Mobile and Voice. For small and medium-sized companies, Spectrum Business® delivers the same suite of broadband products and services coupled with special features and applications to enhance productivity, while for larger businesses and government entities, Spectrum Enterprise provides highly customized, fiber-based solutions. Spectrum Reach® delivers tailored advertising and production for the modern media landscape. The company also distributes award-winning news coverage, sports and high-quality original programming to its customers through Spectrum Networks and Spectrum Originals.

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