RCN Telecom Services, LLC Hiring for Centralized Account Manager Full Time

The Centralized Account Manager “CAM” is responsible for assisting the Business Solutions Team and support for all contracted customers. He/she ensures a first class service experience is given for this specified group of customers across all Astound markets.

Duties and Responsibilities

• Support all Direct and Indirect Sales teams with serviceability requests and proposal management
• Responsible for customer satisfaction by resolving billing, service, and product issues directly or coordinating resolution with other Astound internal groups
• Engage with Astound operational teams to define and assess metrics (Customer Satisfaction, Delivery & Cost) and ensure customer service levels are met
• Assist in the management and execution of commission plans of Indirect agent members across all Business Solutions markets
• Enhance/educate the customer’s perception of the brands and their service capabilities
• Build and maintains strong relationships across all business units within Astound
• Collections -tracking and maintaining a minimum level of possible bad debt
• Renewals – tracking strategic contracts and engaging in renewal discussions
• Customer contact – maintain database of contact information within Astound platforms including Ni2, Sugar CRM and ICOMS billing system
• Support contracted customers on processing move, add, change and disconnect requests

Management and Professional Skills Required

• Experience in the telecommunications industry with experience in service and customer management
• Ability to effectively operate in a highly dynamic environment
• High energy level is required to take escalations and respond to any customer related issues
• Acting like an Entrepreneur is necessary attribute, as thinking “out of the box” will be required to solve complex/unique issues
• Excellent presentation and communication skills required
• Strong skills in organizational development, project management and process improvement
• A strong willed individual who demonstrates honesty and the ability to maintain confidentiality

Functional Competencies

• Bachelor’s degree or equivalent experience required
• Fluent in use of Microsoft Windows and associated business applications , specifically Word, Excel and Power-Point
• Knowledge of Billing and CRM platforms; specifically ICOMS and Sugar CRM

Diverse Workforce / EEO:

Astound Broadband is proud to be an Equal Opportunity Employer. We embrace, support, and thrive on each other’s differences to maximize the experience of our teammates and our community. We are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates without regard to race, color, religion, sex, pregnancy (including childbirth, lactation, and related medical conditions), national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information (including characteristics and testing), military and veteran status, and any other characteristic protected by applicable law.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)