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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.


* 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

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