Account Management Specialist

As the largest pure-play fiber provider in the U.S., we deliver blazing-fast broadband connectivity that unlocks the potential of millions of consumers and businesses. As a Frontier employee, you will be part of our purpose of Building Gigabit America—creating the digital infrastructure that the country needs to thrive today and into the next century. Join us!

What we’re seeking:

The Account Management Specialist (AMS) contributes to service delivery, business retention and revenue growth objectives of the SMB team, through selling and support efforts. The AMS is an important resource within Frontier that provides the customer with easy access and maneuverability through our organization. The AMS maintains a passion for customer service and works pro-actively with other internal and external resources to ensure we exceed customer expectations. Account Management Specialists are expected to become Subject Matter Experts (SMEs) for department in two areas of choice based on knowledge and experience.  This position reports to Manager, SMB Account Management.

What we need in you:

In this sales support and enablement role, you will need to be responsible for keeping up on a heavy workload, flexible in times of need and of change, the ability to work in a fast-paced environment and have a team-first attitude to help us grow SMB! You will also work cross-functionally between team members in sales as well as our field operations, so a friendly demeanor and firm understanding of processes and procedures will be important.

What you’ll do:

• Virtual Pre-Fielding: reviewing and analyzing upcoming activations to identify complex orders needing proactive field support and engineering work in advance of activation date. Additionally, contacting customers in advance of activation date to ensure awareness of activation instructions requiring engineering and field operations knowledge on the front end.
• Reporting on missed commitment and cancelation orders from prior day
• Address any orders not in Dispatch for the current install day
• Attending slippage meeting to discuss trends and plan of action
• Calling & emailing customers 3 times prior to installation of services to ensure effective communication with customer during installation process.
• Reaching out to Buried Service Wire to submit ticket for Vendor drop
• Following up post installation to ensure services are working and address any questions
• Contacting customers post change of ownership to discuss potential upsell options
• Handling any customer escalations sent from Management
  
  
  

What we offer:

Nothing is more important to our success than the team that built it. That’s why we provide benefits to keep you and your family well. Some of which we’re most proud to offer includes:

• 20 PTO (Paid Time Off) days 10 paid holidays per year
• Mileage Stipend for travel around town
• Day one medical, dental, vision and prescription drug plan
• 401k match of 50% on 6% of eligible compensation
• Performance-based promotion path and succession planning
• Tuition Assistance Program. Performance-based promotion path and succession planning
• Personal & Work Life Balance Resources & Wellness Support Assistance
• Employee Resource Groups
• 10 weeks of paid parental leave, & a phased return to work program for new parents
• Up to $10k in adoption program assistance
• 3 weeks of paid caregiver leave
• Performance-based promotion path and succession planning
• Company provided laptop and cell phone for work
  
  
  

What background you should have:

• 2-5 years in a telecom sales or support role or comparable experience required
• Bachelor’s Degree preferred
• Working knowledge of CRM systems
• Excel proficiency
  
  
  

Frontier salaries are estimated by third parties and may or may not reflect actual or total compensation. Please confirm with your recruiter.

Connecting communities is at the heart of what we do. We are committed to building a team that reflects the communities we serve. If your background and experiences are aligned with our passion to improve digital access across America, we encourage you to apply and help us achieve our mission to #BuildGigabitAmerica.

Frontier Communications is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against based on disability.