Customer Account Manager

Position Description:

The Customer Account Manager (CAM) is responsible for coordinating and facilitating information flow for new and existing customers, trouble resolution, direct customer support, contract renewals and will require cross-functional team participation, which will
include interaction with technical operations. The position supports both Pennsylvania and DC markets and will require travel to both.
Principal Responsibilities:

Responsible for ensuring Enterprise and Bulk customer satisfaction by resolving billing, service and product issues directly or by coordinating resolution with other RCN internal groups. Design and implement process initiatives with customer focus to promote
First Contact Resolution and Customer Effort.
Contract Renewals - Monitor all accounts for expiration of existing contracts, and proactively contact the customer to renew the contract or upgrade their existing services.
Work with the RCN Sales Team and Sales Management to determine pricing for renewals.
Maintain active database on renewal and contract information for Enterprise/Commercial and Bulk customers. Make quarterly contact with all customers.
Work proactively to retain all contracted customers and minimize churn levels for the small business group and Enterprise team.
Manage disconnect requests effectively to ensure that all requests are handled promptly. Identify and collect early termination fees for those customers that disconnect service prior to completion of their existing contract.
Proactively notify contracted customers of upcoming maintenance events that may impact the customer's service.
Assist with the notification of contracted customers during and after large, service impacting outages. Provide RFO (Reason for Outage) to those customers that require it.
Facilitate moves, adds and changes on behalf of the customers or sales staff by communicating all requirements to the respective internal RCN groups.
Actively search for new customers to increase revenue base for the Small Business/Enterprise teams.
Attend customer meetings as needed to meet the specified duties.
Collaborate with associated departments to identify gaps and lead cross-functional work teams to execute measurable improvements to the end-to-end customer experience.
Explore and implement innovative approaches to better service the customers as well as improve processes.
Qualifications:
Education - High School Diploma, GED or equivalent required. Two or four year degree preferred.
Year of Relevant Experience - 3+
Core Competencies - Excellent communication skills; excellent negotiation skills including strong conflict resolution; excellent time management skills; strong mathematical skills; excellent PC skills; detail-oriented; strong troubleshooting and technical skills;
exceptional dependability; self-starter that is willing to take the initiative and work with minimal supervision.
Functional Requirements:

Walking; standing; traveling; use of both hands; use of fingers; near vision; far vision; hearing (aids permitted); ability to sit for long periods of time; ability to make notes/write
Mental Abilities:

Ability to concentrate for long periods of time; ability to communicate concisely and understandably; ability to shift priorities readily; ability to ask questions to gather information; ability to access circumstances/info and make sound decisions; ability
to receive negative or emotion-laden feedback without reacting negatively or with emotion; ability to access procedures and follow them; ability to work with minimal supervision and maintain a high degree or productivity; emotional and mental stability
Environmental Conditions:

Works outside; works inside; slippery or uneven walking surfaces; working closely with others; working alone; irregular hours/rotating shifts; working weekends.