Customer Relationship/Agent Account Manager

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Customer Relationship/Agent Account Manager

Our Customer Relationship/Agent Account Managers act as the main point of contact with some of our Metronet commercial customers post-sales to ensure that all needs and expectations are met. This requires handling customer concerns, account issues, and escalate support by directing and facilitating inquiries to the appropriate internal teams. Our Customer Relationship/Agent Account Managers are also responsible for providing guidance and suggestions to our commercial clients by identifying new opportunities to fit their needs. A successful candidate would have strong written and verbal communications, have an exceptional level of customer service experience with external and internal stakeholders, as well as have a strong attention to detail and organization.

ESSENTIAL JOB FUNCTIONS:

• Demonstrating the ability to consistently handle client complaints and providing a resolution that meets the needs/wants of the client, the technicians, and the company
• Develop strong customer relationships and serve in the role of Metronet trusted partner
• Consistently demonstrating initiative, workplace engagement and leadership
• Overall responsibility for service delivery of Metronet's service including order acceptance, order installation, billing activation, and post order support
• Own first level escalations, coordinate resolutions, and establish effective communication between stakeholders for post-escalation review
• Primary liaison between customer and required internal departments to ensure constant, effective service installation status as customer requires
• Assist with customer onboarding as needed
• Fully understand the Terms and Conditions of each executed MSA being supported while effectively and successfully managing the customer lifecycle to mitigating risks
• Responsible for equipment procurement for customer installation projects
• Continually review and evolve processes used to track, oversee, and organize customer interactions
• Document lessons learned and implemented best practices.
• Interface with the Metronet team to provide and obtain relevant information as required
• Other duties as assigned

JOB QUALIFICATIONS AND REQUIREMENTS:

• Bachelor's degree preferred or equivalent work experience, Highschool or GED required
• 2 years' experience in Customer Services, Relationship Development role or related field
• Demonstrated ability to build rapport, and develop/maintain strong relationships with internal/external partners
• Detailed and diligent data entry skills and attention to detail
• Improves performance impact through personal growth in knowledge and expertise
• Work consistently within established timelines to ensure strict compliance with all applicable deadlines
• Ability to work well independently and as part of a dynamic team environment required
• Ability to define problems, collect data, establish facts, and draw valid conclusions
• Proficiency with MS Office Suite
• Proven work experience in a similar role
• Excellent communication skills
• Ability to adapt to change

WHAT WE OFFER

An opportunity to fuel your passions. We offer full benefits package, Health, Vision, Dental with competitive pay and aggressive 401k match up to 6%. You will have an opportunity to put your brand on paper and leave your mark on the Telecomm industry as we continue to grow rapidly!

Metronet is an equal opportunity employer. We will not discriminate against any applicant or employee on the basis of sexual orientation, gender identity, race, gender, religion, age, national origin, color, disability, or veteran status. EOE/Minority/Female/Disabled/Veteran

Join us and find out what it means to love your career!

At Metronet, we are the nation's largest independently own 100% Fiber Optic company founded in the Midwest. We are customer-focused and provide cutting-edge fiber optic communication services, including fiber internet and full-featured Fiber Phone. We have been growing communities since 2005 and have built networks in more than 250 cities across 16 states.

We are proudly recognized as a Top Diversity Employer by in 2022. We believe in our people by growing their talent, offering career paths, advancement opportunities and skill development.

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