Client Services Specialist
2 months ago
Description Verve Cloud Inc., a top provider of cloud-based VoIP systems and business-class Internet, is looking for our next tech-savvy team member. If you are passionate about a Field Tech career, come join us. Verve has an award-winning culture named BEST PLACES TO WORK 2019-2022, GREAT PLACES TO WORK 2020-2022 AND FORTUNE BEST SMALL & MEDIUM WORKPLACES 2020 & 2022. Begin a great career with Verve as a Client Services Specialist. This position’s primary responsibility is to provide an amazing experience to both clients and internal teammates while supporting the existing client base in all non-technical business requests. The Client Services Specialist will have ongoing communication with the clients with the clear goal of providing outstanding service as well as retaining, growing, and ensuring that they continue to engage and optimize Verve Services. The Client Services Specialist will be an internal advocate for the clients’ needs and will coordinate with all necessary departments (Accounting, Business Development, Technical Support, Engineering, and Service Delivery) to reach the necessary goals. If this sounds like a role you would thrive in, we would like to hear from you Requirements ESSENTIAL DUTIES AND RESPONSIBILITIES Maintain and grow in Verve desired characteristics according to our Mission and Values. Assist in new client onboarding and transition from Sales to Service Delivery to Technical Support. Act as the main point of contact for Verve clients on all business (non-technical) related matters. This includes product and service pricing analysis, assisting clients with service upgrades, service address moves, and answering all invoice-related questions. Communicate with clients via phone, email, or in-person visits as deemed necessary. Act as internal client advocate. Coordinate and aid clients with communications with other Verve departments. Provide Supervisor with weekly updates on the status of all open Client Services cases. Consistently and accurately maintain the database of clients. Provide client training on products and services. Other duties as assigned by management. Be comfortable negotiating pricing, upselling, and length of contract terms and presenting client business reviews. Interact with customers to form relationships and drive long-term commitment and buying decisions. Utilize approved company systems, processes, and Salesforce.com to track and control multiple tasks, pipelines, issues, and responsibilities. Triage and resolve incoming customer inquiries (email/phone) efficiently. Perform other duties or changed duties as needed or directed. QUALIFICATIONS AND KEY SKILLS Acts with integrity in dealing with customers and co-workers; not afraid to do the right thing; takes responsibility for mistakes and achievements; treats others in a respectful manner. Ability to speak and be understood, and to hear conversational tone of voice, with or without reasonable accommodations. Ability to read written or printed materials the size of typewritten characters, with or without reasonable accommodations. Proficiency with Microsoft Office (Outlook, Word, Excel, and PowerPoint). Excellent client relationship skills; establish, maintain and build relationships, quickly spot and communicate potential risks and issues to be able to retain accounts. Communicate technical details to a non-technical person in a professional and thoughtful manner. Technical aptitude (PCs, networks, internet). Exceptional written and verbal communication skills. Demonstrated computer proficiency with Microsoft Office, including Word, Excel, Outlook. Familiarity working with ERP's/CRM's. Must have the ability to multi-task. Must be highly organized. A positive and flexible attitude working in a collaborative environment. Strong work ethic and ability to thrive in a fast-paced environment. Excellent in-person, phone, and written client communication skills. EDUCATION, TRAINING & EXPERIENCE Bachelor degree in relevant field OR equivalent work experience. Minimum of 3+ years in account management or inside sales, ideally with a telecommunication, technology (Internet and VoIP), or IaaS company. Must have current and valid driver's license and proof of vehicle insurance. CERTIFICATES, LICENSES AND REGISTRATIONS: Candidates must have a valid state driver’s license and proof of vehicle insurance. Must be able to utilize personal vehicle to travel to client locations to perform required work. On occasions, may be required to travel to service Verve clients. The PERKS you'd expect: 15 Days Vacation & 10 Holidays. Market Medical, Dental & Vision coverage. 401k program with match. Long term disability. Monthly team building events. Employee referral program. And so much more... We believe in work hard, play hard. We are socially responsible. We enjoy our snacks. We have Friday lunch. We believe in Rock Star rewards. #J-18808-Ljbffr
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