JOB SUMMARY

The Client Relationship Specialist is a service-minded individual who provides best-in-class client services for Spectrum Community Solutions Bulk customers. These customer interactions include maximizing opportunities to enhance the Customer Lifetime Value by alleviating escalated customer concerns and renewing customer that are out of contract. The Client Relationship Specialist executes strategy that strikes a balance between saving bulk customers and retaining revenue. Additional responsibilities will include renewals for several critical initiatives including obsolete equipment remediation, delinquent accounts, and improving customer communications.

MAJOR DUTIES AND RESPONSIBILITIES

Actively and consistently support all efforts to simplify and enhance the customer experience.

Provide a single point of contact for escalated cases with the ability to transition an escalated call into a positive customer experience.

Support bulk customers using applications, tools and other resources, effectively resolve issues using customer-friendly language on a variety of concerns: billing, pricing and packaging, availability, equipment changes, proration, escalations, etc.

Customer Retention – Drive contract renewals for targeted SCS Bulk customers by leveraging available retention programs and offers.

Performs all work-related tasks, including escalation of issues, in a manner that is in compliance with company values, policies and procedures.

Consistently meets all delivery, productivity, and sales related goals.

Responsible for identifying and reporting trends and issues impacting customers.

Priority Renewals -