Strategic Account Representative

2 weeks ago

Jonesboro, Arkansas, United States RITTER COMMUNICATIONS HOLDINGS, LLC Full time
Job Overview

Ritter Communications Holdings, LLC has been a leader in the regional communications sector for over a century. Originating in Northeast Arkansas in 1906, we now serve more than 100 communities and over 45,000 customers across multiple states, including Arkansas, northeast Texas, southeast Missouri, and west Tennessee. As the largest privately-held regional provider of broadband fiber, telecom, video, and cloud services in the Mid-South, we are committed to investing in the communities we serve by deploying advanced infrastructure and technology, paired with exceptional customer service.

We are seeking a knowledgeable Strategic Account Representative to enhance our Strategic Accounts division.

The Strategic Account Representative acts as the primary liaison for key business clients within our strategic account sectors. This position entails managing vendor orders, supervising the installation of services and products, ensuring client satisfaction, and providing ongoing support through direct engagement with customers, while consistently delivering high-quality service.

Key Responsibilities:

  • Facilitate order placements with telecommunications providers to deliver integrated business solutions;
  • Maintain a comprehensive understanding of services and products offered to business clients, including web hosting, email services, data backup, internet connectivity, telephony, and phone systems;
  • Develop and implement project work plans, adjusting as necessary to accommodate evolving needs, while keeping all stakeholders informed of project status;
  • Oversee daily operational aspects of projects and manage their scope;
  • Ensure adherence to established service level agreements;
  • Generate and manage reports to meet service level expectations;
  • Present monthly, quarterly, and annual performance metrics to senior management and clients;
  • Communicate effectively with the Service Technician team to guarantee timely and proper installation of services and products upon project completion;
  • Provide exceptional customer service by assisting clients with service requests, billing inquiries, repair issues, and account modifications;
  • Develop a thorough understanding of each client's business, systems, and objectives;
  • Anticipate client needs and propose alternative technical solutions;
  • Build and nurture relationships with business clients through personal interactions;
  • Enhance company visibility through active participation in local organizations;
  • Assist in maintaining accurate directory information;
  • Input all customer billing data into the billing software;
  • Conduct onsite visits to clients during the discovery, development, and ongoing support phases of the business relationship;
  • Travel to client locations, project sites, and relevant business events as required.

Required Knowledge, Skills, and Abilities:

  • Familiarity with general office practices and procedures;
  • Understanding of company policies and procedures;
  • Knowledge of company products and services;
  • Expertise in telephony and data services for proposal creation and installation coordination;
  • Proficiency in written communication practices and formats;
  • Experience with GUI software applications, including billing and accounting systems;
  • Proficient in various operating systems, including Word, Excel, Explorer, and Outlook;
  • Aptitude for identifying problems and developing solutions;
  • Ability to prioritize and manage multiple projects effectively;
  • Competence in operating standard office equipment such as computers, copiers, and telecommunication systems;
  • Strong oral and written communication skills;
  • Ability to interact professionally and courteously with customers, colleagues, and business contacts;
  • Attention to detail and ability to work with frequent interruptions;
  • Capacity to follow both written and verbal instructions;
  • Ability to work independently and collaboratively as part of a team;
  • Willingness to travel for business purposes, with a valid Driver's License and a satisfactory driving record.

Education and Experience:

A Bachelor's Degree or equivalent experience in customer service is required. Experience in telecommunications is preferred.

Ritter Communications is an equal opportunity employer; all qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.

We maintain a drug-free workplace.

We offer competitive compensation and a comprehensive benefits package, including health, dental, vision, cancer, accident, and life insurance, short-term and long-term disability, a 401(k) plan with company match, flexible spending accounts, free gym memberships, company discounts, tuition reimbursement, paid training, paid leave, and more.

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