Centralized Client Services Representative II

Company Name:
XO Communications
Position Description
General Summary: Act as the liaison to assigned medium business customers and proactively manage all aspects of their business relationships. Focus efforts on growth and retention to drive Business Services results.
Essential Duties and Responsibilities:
Support assigned customer base of accounts, each totaling 1K to 5K if direct and 1K-10K if indirect per month in billing and may be multi-site customers
Manage base of accounts from post-sale through customer lifecycle
Monthly health checks top 10% of assigned base
Initiate and support contract renewals
Investigating additional revenue opportunities
Implement and manage all activities associated with assigned base
Facilitate with sales team and other internal functional areas to insure overall customer satisfaction within assigned base of accounts
Onboard new orders for existing accounts
Minimum Qualifications
Education: High School Diploma
Relevant Work Experience: 2-3 years customer service, account manager, consulting, and/or sales experience required, but prefer at least 3 years. Prefer at least 2 years telecom experience
Supervise Staff? No
If yes, please provide list of titles and count.
Knowledge, Skills and Abilities
Basic Computer Skills Required? Yes
MS Office (Word, Excel, Outlook)
Operating Systems
Other Job Specific Skills
Proven commitment to deliver exceptional customer service
Work well with external and internal customers in a customer management capacity
Ability to meet both quantity and quality objectives and ability to achieve goals in a fast-paced environment
Organizational, administrative, and time management skills. Strong analytical/quantitative skills.
Ability to foster teamwork and partner cross functionally
Enhanced negotiation skills
Ability to type a minimum of 35 wpm
Strong written and verbal communication skills
Strong attention to detail and systems
Job ID #: 8363
Location: Nashville, TN
Functional Area: Customer Service
Department: XO - Small Business Group
Position Type: Full Time - Regular
Education Required: High School Diploma
Experience Required: 1 - 3 Years

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