Customer Account Specialist

About the role

This role of a Wholesale Customer Account Specialist (CAS) at Uniti serves as a critical liaison between customers and the Wholesale Business Unit. The position is instrumental in both pre-sales and post-sales functions, ensuring a seamless and positive experience for customers by supporting Account Directors and directly engaging with clients.

Responsibilities

• Pre-Sales Activities:
  • Onboarding and Training: Guide customers in using quoting/ordering systems, as well as managing trouble ticketing and maintenance subscriptions.
  • Quote Support: Aid sales teams and customers in submitting quotes through the Customer Portal.
  • Customer Meetings: Attend meetings with customers when necessary to support sales efforts.
• Post-Sales Activities:
  • Order Confirmation: Ensure orders are processed by the Service Delivery team and that customers are informed about the personnel handling their orders.
  • Billing Assistance: Help with billing inquiries and issues.
  • Inventory Assistance: Support inventory management and related queries.
  • Disconnect Assistance: Assist with the disconnection processes.
  • NOC Escalation Assistance: Aid in escalating issues to the Network Operations Center when necessary.

Requirements

• Educational Background: A college degree is preferred.
• Experience: At least 4 years of professional experience, ideally within customer operations, or a combination of relevant education and experience.

Skills

• Customer-Facing Skills: Exceptional ability to build and maintain customer relationships and demonstrate empathy.
• Communication Skills: Strong verbal and written communication skills, along with the ability to work effectively in a team setting.
• Problem-Solving Skills: Capability to analyze complex issues and communicate operational needs clearly.
• Organizational Skills: Excellent organizational abilities, including time management, multitasking, and prioritization.
• Motivation and Independence: Highly motivated, self-starting individual who can work independently or collaboratively.
• Travel: Willingness to travel up to 10% as required.

Benefits

• Medical, Dental, Vision Insurance Plans
• 401K Plan
• Health & Flexible Savings Account
• Life and AD&D, Spousal Life, Child Life Insurance Plans
• Educational Assistance Plan

Uniti is an equal opportunity employer. Offers of employment may be contingent upon successful completion of certain pre-employment screenings, including drug-screen and motor vehicle records check.