Customer Retention Specialist
Company: Crown Castle USA Inc
Location: Chandler
Posted on: June 22, 2022
|
|
Job Description:
Position Title: Customer Retention Specialist (P2)
Position Summary
Responsible for the day-to-day management of customer account
analysis and relationships in an effort to minimize contractual
variances as it relates to financial obligations of
agreements/contracts. Act as liaison between the customer and Crown
Castle for resolution of contract issues and disputes while
delivering superior customer service to strengthen
relationships.
Essential Job Functions
* Compile and analyze revenue streams and contract terms in
conjunction with accounts receivable balances in order to
prioritize issues and identify trends.
* Analyze multiple data points to categorize issue drivers,
complete trend analysis, identify changes in revenue, and mitigate
financial risk.
* Utilize experience and judgment to develop action plans to
resolve contractual variances within definitive time periods to
ensure revenue and account balances are recorded accurately.
* Develop reporting, correspondences, etc. to facilitate
resolutions with internal departments and customers.
* Negotiate with customers to accomplish company cash flow and
revenue assurance goals in order to achieve specified quarter- and
year-end company goals.
* Minimize future variances through mastering contract knowledge,
internal and external operating systems and processes.
* Collaborate with team members and management to develop and
deliver Customer presentations to both internal and external
audiences.
* Collaborate with management to develop and manage project plans
to meet immediate goals and deliver long-term solutions.
* Build and sustain customer relationships through customer service
and contract knowledge to facilitate specific contract
administration solutions.
* Deliver unparalleled customer service through communication with
customers, internal departments, and senior management.
* Research, analyze, and facilitate/process billing where
appropriate to ensure contract compliance.
Education/Certifications
* High school diploma or equivalent
* Bachelor's Degree in Business, Accounting or related field or
equivalent experience preferred
Experience/Minimum Requirements
* Minimum of three (3) years of experience in accounting, customer
service, financial analysis, and/or contract administration
Other Skills/Abilities
* Demonstrated mastery in MS Excel (multiple spreadsheets, pivot
tables, Vlookups)
* Strong analysis and reporting
* Ability to interpret contracts
* Excellent customer service skills
* Project management abilities
* Strong communication skills - including presentation, leadership
and negotiation skills
* Independent judgment and creativity applied to resolving contract
issues
* Ability to influence professionals with different objectives
and/or focus
Organizational Relationship
Reports to: Manager Customer Retention
Title(s) of direct reports (if applicable): N/A
Working Conditions: This role falls into our hybrid work model
working in your assigned office approximately 60% of the time (3
days per week) and where you do your best work 40% (2 days per
week). There is an expectation of collaboration with teammates and
stakeholders for moments that matter that could require travel.
Additional Information: Crown Castle has a COVID-19 Vaccine Policy
in place requiring vaccination by your employment start date,
unless approved for an accommodation or otherwise prohibited by
law.
Keywords: Crown Castle USA Inc, Chandler , Customer Retention Specialist, Other , Chandler, Arizona
Click
here to apply!
|