Account Consultant

 

Founded in 1991, TelCove is a leading provider of business critical telecommunications services that offers enterprise companies and carriers superior Internet, Data, and Voice solutions via its reliable, secure and independently-owned metropolitan and intercity fiber-optic network in 70 markets in the eastern half of the United States. We are always searching for qualified professionals to share in our steady growth. Currently, we are looking for an Account Consultant to be based in or near our Tallahassee, FL. 

 



JOB SUMMARY:
The Account Consultant is responsible for working proactively with an assigned customer base to ensure recurring business and revenue growth. On an account-by-account basis, the AC works with customers to meet their needs and exceed their expectations with respect to TelCove's services.  

ESSENTIAL FUNCTIONS:
Specifically, the AC serves as the point of contact with respect to the identification, understanding and resolution of customer issues. The ultimate goal of the AC is to ensure complete customer satisfaction into the assigned customer base. Also, to reduce churn, up sell new services as well as extend customer term plan agreements with in this assigned base. 

PRINCIPAL ACCOUNTABILITIES:
- Interact with IC's on order entry - Premise contact with customers - Interact with Customer Care to resolve billing issues - Contract renewals - Product Awareness / Sell Value added services to the base - Coordinate customer surveys through CRM - React on result of surveys - Insure proper billing - Manage an assigned base of existing customers - Contact the assigned customers on a time interval designed to assure the customer contact frequency is sufficient for the customers needs - Proactively work with the customer to identify all service related issues the customer is experiencing -Project manage the customer issues to resolution and become the customer one point of contact to assure customer satisfaction - Project management would mean all items, including sales related would be triaged to the appropriate organization for action. The AC would track all open items escalate when necessary, and report back to the customer as issues are resolved.  

HUMAN RELATIONS SKILLS:
Exceptional interpersonal and communication skills. Both oral and written communication skills are essential. Incumbent will create, write, and institute related policies and procedures. Must possess a high degree of interpersonal skills, including diplomatic abilities, basic courtesy, and temperament. Must be able to work with others within and outside the company. 

PROBLEM SOLVING:
At the direction of management, the AC must utilize resourceful and innovative problem solving and skills to effectively manage situations presented for resolution.  

QUALIFICATIONS:

REQUIRED:
The employee should have a minimum of 2-3 years telecommunications support experience or 2-3 years experience in a related industry in a similar position with experience in telecommunications. The employee should have a working knowledge of spreadsheet and word processing applications, preferably Microsoft Office. The employee should have a working knowledge of the following Technologies associated with products and services sold by TelCove and the business applications for these technologies Know and understand the responsibilities of each department involved in the installation process. Know the local number portability system. Must demonstrate abilities in interfacing directly with moderately high-level customer and vendor contacts and effective writing skills. 

 

PHYSICAL REQUIREMENTS:
Must have good visual acuity. Must be able to travel occasionally by airplane and automobile or other modes of public transportation. Must be able to work in a normal office environment including operation of a computer keyboard and mouse. Must be able to operate a telephone and communicate effectively with same.  

TelCove retains the right to change this job description any time.
"TelCove is an Equal Opportunity Employer"