Bulk Sales Support Specilaist

About the role

The Bulk MDU Customer Service Support Specialist plays a crucial role in supporting bulk multi-dwelling unit (MDU) communities, property partners, internal sales teams, field teams, and residents. This role involves providing comprehensive customer service, managing accounts, resolving issues, and ensuring a positive customer experience.

Responsibilities

• Serve as a primary support contact for bulk MDU customer service needs, including resident inquiries, property account questions, service requests, billing concerns, and account updates.
• Support bulk MDU account setup, account qualification, order entry, provisioning requests, service changes, and move-in or move-out activity using approved customer management systems.
• Cook up and coordinate with Sales, Account Management, Field Operations, Billing, Customer Care, and other internal teams to resolve resident and property-level service issues.
• Aid residents and property contacts with education related to bulk service offerings, equipment, installation expectations, service availability, billing structure, and support processes.
• Research and resolve account discrepancies, billing questions, service interruptions, duplicate accounts, non-pay issues, transfers of service, and other customer care concerns.
• Schedule, reschedule, and monitor installation and service appointments for residents in bulk MDU communities, ensuring timely communication with customers and internal partners.
• Document all customer, resident, property, and internal partner interactions accurately in applicable systems, including notes, status updates, escalations, and resolution details.
• Escalate complex technical, billing, service, or account management issues to the appropriate teams and follow up until resolution is confirmed.
• Maintain accurate address lists, property records, unit information, bulk community details, and CRM data for assigned MDU properties.
• Identify recurring customer service issues, process gaps, or property-specific trends and communicate improvement opportunities to leadership.
• Aid with onboarding support for new bulk MDU properties, including coordination of resident communications, account readiness, service availability, and launch-related support needs.
• Maintain current knowledge of company products, bulk MDU processes, customer support procedures, billing practices, and system updates.
• Support special projects, reporting requests, administrative tasks, and other duties as assigned to improve the customer and property partner experience.

Qualifications

• 3-4 years’ prior experience
• High school or equivalent

Core Competencies

• Committed: We value each and every customer and work hard to earn their trust, retain their business, and support the communities we serve.
• Helpful: We provide support in ways that are most useful to our customers, addressing their needs with expertise, respect, and empathy.
• Proactive: We anticipate what our customers need and take initiative to make their experience with us seamless, easy, and rewarding.
• Personal: We take the time to understand our customers and tailor our communications and interactions to meet their unique needs and expectations.

Benefits

• Day-One Coverage: Medical, dental, and vision plans starting the same day you start.
• Life Insurance: Peace of mind for you and your loved ones.
• 401(k) with 100% Match: Matching up to 5% from day one.
• Generous Paid Time Off: Time to recharge and reset.
• Tuition Reimbursement: Up to $5,250 in your first year.
• Free Services: Complimentary Cable One services if you live in a serviceable area.
• Exclusive Discounts: Enjoy complimentary Cable One services if you live in a serviceable area.
• Community Impact: We give back to the communities where we live and work.

Pay

Competitive compensation and benefits package.

Schedule

Flexible schedule to accommodate your needs and the needs of your customers.