Customer Account Specialist

Customer Account Specialist (CAS)

Boston, MA

Visit www.internap.jobs and apply to #1704

 

The Customer Account Specialist position provides Customer Service and account management to the existing Internap account base within the respective territory.  In doing so it is imperative that appropriate standards are created and maintained with the goal of providing an unsurpassed quality of service to Internap customers.  The Customer Account Specialist position also works with Internap installation, provisioning and finance to deliver Internap service and answer any questions in regards to customer invoices.

 

Responsibilities include, but are not limited to the following:

 

ORDER MANAGEMENT: QC orders, track orders in the fulfillment process, manager customer delays, reporting, escalations, customer communication, process disconnects, cancellations, and all administrative changes

 

REVENUE MANAGEMENT: usage trending, upgrades of service, manager accounts receivable in 90 day bucket, deliver 1st invoices, audit customer invoices, process/research customer credits requests

 

CUSTOMER MANAGEMENT: present customer Welcome Binders, Quarterly Service Reviews, contract renewals, customer surveys



QUALIFICATIONS & EXPERIENCE:

? 5+ years customer service experience

? 2+ years telecommunications experience

? 2+ years customer billing experience

? 2+ years MS Word/MS Excel

? 3+ years effective communications skills

? 3+ years experience working with diverse groups within a sales organization

? 3+ years understanding of provisioning process within telco industry

? 3+ years Ability to multi-task and prioritize

? 3+ years experience with querying internal systems database for information

?

KEY KNOWLEDGE, SKILLS, ABILITIES:

? Ability to solve problems quickly and completely

? Ability to work with customers in a professional manner in stressful situations

? Excellent customer follow-up

? Ability and desire to mentor others

? Project Management

? Reporting ability within Excel

? Experience with provisioning telco circuits

? Experience in customer service

? Internet experience

 

ABOUT INTERNAP

Internap provides customers with certainty over the Internet through its patented route management technology and service guarantees. This managed IP service intelligently routes data across the major Internet backbones through a single connection from a customer's network to one of Internap's Service Points. Internap's customers bypass congestion points on the Internet, avoiding packet loss, latency and other difficulties that can plague conventional Internet connectivity. Founded in 1996, Internap offers services in numerous key markets throughout the United States, Europe and Tokyo Japan including Atlanta, Boston, Chicago, Denver, London, Los Angeles, New York, San Francisco, San Jose, Seattle and Washington, DC. Its 2,200+ customers consist mainly of large businesses, such as Microsoft, NASDAQ, Delta Airlines, WalMart, Disney, McAfee, EarthLink, eBay, AT&T Wireless and Sony, JPMorganChase, Charles Schwab, MLB, CBS, Blizzard, BestBuy and many more.

 

Internap is an equal opportunity employer that values the diversity of our workforce and the knowledge and skills of our people.

 

For more information about a career at Internap, please visit www.internap.jobs or simply internap.jobs (no www needed).  Apply to position 1704.

 

Internap is an EEO employer and values the diversity of its workforce!