Commercial Voice Specialist

Description

Conexon Connect, a new and quickly growing provider of fiber internet and phone services to rural customers across the country, is seeking to add to its Business Services Sales Team. We are looking to add a skilled and talented Commercial Voice Specialist to help support our growth. The Commercial Voice Specialist serves as the customer advocate and is responsible for the overall satisfaction of the client in every aspect of their communication with Conexon Connect. In this role you will be actively involved in the implementation, management, retention, and growth of your base of assigned customers. Ultimately, the Commercial Voice Specialist will help facilitate the implementation of business services for new customers and be a contact for existing customers. The Commercial Voice Specialist is accountable for managing expectations and acting as an escalation point to facilitate problem resolution. The Commercial Voice Specialist is required to consistently provide excellent customer service to accounts, consultatively ascertain client needs, and present client intelligence data within Conexon Connect to ensure a high-quality customer experience.

A successful Commercial Voice Specialist will be able to develop relationships with users, influencers and decision makers within each organization; have a deep understanding of the Conexon Connect products and Unified Communications industry; and thrive in a fast-paced environment.

Requirements

Essential Functions and Qualifications:

• Telecommunication Experience: 2 years preferred
• Previous experience in customer support, client management, or a related field is preferred.
• Presentation skills
• Project management skills
• Account Management skills
• Manage multiple, diverse tasks simultaneously
• Basic knowledge of telecommunications services and networks (voice, data, mobile, unified communications)
• Confidence in delivering in-person and web-meetings; including all levels/organizations within a client organization
• Knowledge of and understanding of pricing and benchmarking of telecom services
• Troubleshooting skills (hardware and software)

Major Duties and Responsibilities:

• Provide constant external feedback to clients on savings opportunities and best practices
• Provide timely, detailed and accurate reporting to external and internal audiences
• Enter new, upgrade, downgrade, and disconnect service orders
• Resolve escalated orders and issues
• Create maintain, track, and report on status updates for open orders
• Coordinate with management to ensure timely installation of client telecommunication systems
• Schedule and prepare for customer activations as well as disconnections services
• Reviews customer requirements and works with Sales to design presentations to provide recommended solutions.
• Collaborates with internal resources (Support, Implementation, Billing, Engineering) to share information, coordinate sales and ensure end-to-end customer satisfaction.
• Work within Operations to facilitate fiber and voice implementations. This includes, but not limited to, ensuring all documentation is correct and complete, ordering surveys, building orders within Conexon Connect’s systems (RPX, GLDS, iVUE, etc), and scheduling installations.
• Ensure that our customers receive the highest level of Sales and Operational Customer Service
• Ensure that products, services and solutions recommended to clients will fulfill their needs
• Ability to effectively present information and respond to questions in one-on-one and small group situations to customers, managers, and other employees of the organization.
• Maintain product information and prices
• Order and track inventory of voice equipment (i.e., handsets, SBCs, etc) that are active in the field. This includes both new equipment, and the retrieval of equipment from customers who have disconnected services.
• May be asked to attend marketing events in/around assigned territories, trade shows, etc.
• Performs any other related duties as assigned

Sales Support:

• Assist Sales Reps during the sales process to help effectively sell Voice opportunities.
• Assist with design and implementation of Voice services to customers
• Open and track support tickets with our upstream Voice provider as needed
• Identify and pursue upselling opportunities through proactive engagement with existing customer base.
• Provide training to our customers on Hosted systems as needed.

Escalation Point of Contact:

As the client advocate, is available to facilitate problem resolution through efficient internal (organization) and external (client) communication relating to implementation, support, training and billing components.

Skills and Abilities:

• Ability to escalate effectively and manage vendors (both partners and non-partner vendors)
• Ability to communicate effectively (verbal, written, email) with customers, peers, direct and senior management
• Ability to diagnose, articulate, and provide solutions for client’s technical issues
• Ability to work as a facilitator on project plans – implementations and installs/disconnects.
• Ability to confidently make recommendations, implement and deliver client results
• Ability to embrace change in the workplace while encouraging others to seek innovative approaches.
• Ability to Review, understand, and interpret carrier contracts

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 Level: College Degree Preferred

Experience: Telecom Experience Preferred

Company Benefits Include:

• Paid time off
• Full benefits (i.e. health, dental, and vision)
• Life insurance
• Long-term and short-term disability insurance
• Retirement benefits