Customer Account Specialist

Job description

Uniti is a premier insurgent fiber provider dedicated to enabling mission-critical connectivity across the United States.With a steadfast commitment to customer service, operational excellence, and superior network capabilities, Uniti builds, operates and delivers critical fiber-based communications services to connect and empower people and businesses._________________________________________________________About the Role:The role of a Wholesale Customer Account Specialist (CAS) at Uniti is designed to serve as a critical liaison between customers and the Wholesale Business Unit. This position is instrumental in both pre-sales and post-sales functions, ensuring a seamless and positive experience for customers by supporting Account Directors and directly engaging with clients.Key Responsibilities:Pre-Sales Activities: • Onboarding and Training: Guide customers in using quoting/ordering systems, as well as managing trouble ticketing and maintenance subscriptions. • Quote Support: Aid sales teams and customers in submitting quotes through the Customer Portal. • Customer Meetings: Attend meetings with customers when necessary to support sales efforts.Post-Sales Activities: • Order Confirmation: Ensure orders are processed by the Service Delivery team and that customers are informed about the personnel handling their orders. • Billing Assistance: Help with billing inquiries and issues. • Inventory Assistance: Support inventory management and related queries. • Disconnect Assistance: Assist with the disconnection processes. • NOC Escalation Assistance: Aid in escalating issues to the Network Operations Center when necessary.Educational and Experience Requirements: • Educational Background: A college degree is preferred. • Experience: At least 4 years of professional experience, ideally within customer operations, or a combination of relevant education and experience.Required Skills: • Customer-Facing Skills: Exceptional ability to build and maintain customer relationships and demonstrate empathy. • Communication Skills: Strong verbal and written communication skills, along with the ability to work effectively in a team setting. • Problem-Solving Skills: Capability to analyze complex issues and communicate operational needs clearly. • Organizational Skills: Excellent organizational abilities, including time management, multitasking, and prioritization. • Motivati…