Customer Account Specialist

About the Role:

The role of a Wholesale Customer Account Specialist (CAS) at Uniti is designed to serve as a critical liaison between customers and the Wholesale Business Unit. This 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.

Key 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.

Educational and Experience 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.

Required 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.

This role is pivotal in fostering customer-centric relationships that drive revenue growth and profitability, reflecting a commitment to delivering a best-in-class customer experience.

Notice to Non-U.S. Citizens:Uniti, as a holder of licenses granted by the Federal Communications Commission, is required to notify and to obtain approval from federal regulatory agencies prior to granting certain system/network access to any non-U.S. citizen personnel. Offers of employment extended to non-U.S. citizens are contingent upon receiving the requisite approval from agencies overseeing compliance. Non-U.S. citizens are required to provide Uniti with the personal identifying information required to obtain the necessary approval prior to accessing certain systems and/or Uniti’s network. If you are not a U.S. citizen, please notify your recruiter or contact HR Legal as soon as possible for information on Uniti’s foreign personnel disclosure and approval requirements.

Notice to Applicants: Depending on the position and its job functions, offers of employment may be contingent upon successful completion of certain pre-employment screenings, including but not limited to drug-screen, motor vehicle records check, or other pre-employment screening. All such screenings will be conducted by an external third-party with the Candidate’s written consent and in accordance with federal and state law. Refusal to authorize or submit to a required pre-employment screening may disqualify the candidate from employment. Any misrepresentation during the application or interview process may result in denial of employment, withdrawal of offer, or termination.