Customer Success Specialist

2 weeks ago

Missoula, United States Blackfoot Telephone Cooperative, Inc. Full time
About Us: Blackfoot Communications reliably connects business of all sizes across the nation using the latest telecommunication technology in voice, network, and managed services. With focus on strong connections, we also provide dedicated account management with a goal to get to know our clients so we can help advise on the best solution.

What We Offer: We offer opportunities in the telecommunications and technology sectors with positions in Western Montana and Eastern Idaho. Blackfoot is proud to offer a competitive salary and a fantastic benefits package that includes; comprehensive medical benefits plan, LTD, life insurance, an outstanding retirement pension plan plus a 401k plan that includes employer match, along with other employer paid benefits. We are proud to have received awards and recognition that highlight our strong company culture. These include "Employer of Choice" from the Missoula Job Service Employer's Council, "Top Tech Employer" from the Montana High Tech Business Alliance, and the "Heart Award" from the United Way of Missoula County in recognition of our ongoing community efforts.

Job Summary: This position will provide administrative support to sales staff, both for presales and post sales, on a consistent basis. Tasks include researching customer's accounts in the OSS; creating, updating and completing DCRM opportunities; build MPT's, quotes; write service/credit orders. Will coordinate internal steps necessary to provide all voice/data products and services sold to new and existing customers. This position will also work with other departments to improve processes and related documents, to improve operational efficiencies and accuracy while ensuring an overall great customer experience.

Essential Job Duties and Responsibilities:
  • Responsible for the overall management of new client implementations for all product lines sold by the sales staff, this includes coordinating all internal steps. Coordinate and be point of contact for each assigned project with internal departments, customers, and vendors to insure successful and timely client installations and training; this includes working with Sales, Resource Group, Circuit Coordinator, Line Assignment, IT Group, Central Office, Sales Engineers, Purchasing and Customer Operations to ensure a positive customer experience.
  • Internally coordinate all moves, adds and changes - ensure customer commitments are met. Follow up with Purchasing and Receiving on equipment needed to complete opportunities in DCRM; oversee requests related to customer implementation to ensure all needs are met and the customer is kept informed.
  • As requested, may support the sales team with requested implementation research, including working with other departments, understanding the technical requirements, and bringing required approved components together.
  • Stay current with developments and the newest technologies available in the telecommunications industry to be competitive and understand the impact to Blackfoot's growth efforts, and its impact on internal processes.
  • Support the Director in various duties, including reviewing and improving internal operational processes and documents, to help ensure all customer requests are processed and completed in a timely manner.
  • Provide administrative support to the Account Executives; assist with inbound calls, emails, answer customers questions and place service orders if applicable.
  • Ensure all post sale opportunities are complete and accurate before they are entered into billing system. This includes working with the sales staff to ensure all the information is included prior to entering or sending to another department to be data entered.
  • Work with Customer Service Record systems to pull records for sales team.
  • Assist with entering, tracking and referencing trouble ticketing system.

Additional Job Duties and Responsibilities:
  • Perform other duties and responsibilities as required to fulfill job function or as assigned.

Knowledge, Skills, and Abilities:

Knowledge of:
  • company policies and procedures.
  • products and services.
  • design and architecture of IP Telephony.
  • potential client solutions to their telecommunications and data needs.
  • Microsoft suite and network design applications (such as VISIO)
  • general office practices and procedures.
  • time management and organizational skills.

Skill to:
  • tactfully work with internal staff towards the best interest of the customer and their needs.
  • write, create, edit, proofread and/or finalize written material.
  • effectively create, present and document technical solutions.
  • gather and report numerical data and produce statistical reports.
  • operate various office equipment such as a computer, copy machine, fax machine and multi-line telephone.

Ability to:
  • work independently and within a team.
  • work in a collaborative environment with other departments and work groups.
  • explain technical solutions to current and prospective clients.
  • think analytically and be a problem solver.
  • communicate at a highly effectively level, both in writing and in speaking, with customers, co-workers, media, and various business contacts - also in a courteous and professional manner.
  • work completely and accurately under time constraints and deadlines.
  • read, analyze, and interpret reports.
  • pay close attention to detail.
  • provide excellent customer service.
  • work in a safe and effective manner.
  • obtain and maintain a valid State driver's license, have a good driving record and be insured under the Company insurance policy.
  • maintain confidentiality of Company information when required.

Education and Experience:

Any combination equivalent to the following education and experience that would provide the required knowledge, skills and abilities would qualify. A typical way to obtain the knowledge, skills and abilities would be:

Associate's degree or higher in related field; 2 to 4 years in a coordinator role and/or sales support role in voice/data, software, and/or a technology environment strongly preferred.

Any noted minimum or maximum years of experience should not be construed as a requirement for consideration; this information is meant to be used as a suggested guideline.Learn More

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