Job Description

Lightpath is one of the largest competitive local exchange carriers in the tri-state area. We own and operate our infrastructure from the ground up by deploying 7,100 route miles connecting 15,000 on-net/LIT buildings, With a strong portfolio of cutting edge solutions for Internet, WAN, Voice, SD-WAN, Security & Cloud services, we enable Enterprise customers of all sizes the ability to react to new challenges while developing best practices for the future. With Lightpath's continued focus on network excellence and a customer first service commitment, we are building a workforce of the best talent that will meet the needs of our customers and reflect the diverse communities we serve.

Responsibilities

The Client Services Specialist is responsible for ensuring services provided to their assigned base of accounts meets contracted requirements and exceeds customer's expectations, while maintaining a value added relationships with key customer stakeholders.

Conduct Periodic Customer Account Reviews to Monitor Existing Services and Ensure SLA's.

Act as the primary intermediary between the customer and Lightpath for process issues.

Ensuring service commitments are met, retaining customers business and providing the conditions for customer confidence in services for future revenue growth.

Responsible for building and maintaining a customer service relationship, driving company methodology and is accountable for the overall service relationship.

Ensures a first class service experience is given for a specified group of customers.

DUTIES AND RESPONSIBILITIES

* Manage Select Premier Accounts
* Own and develop Customer Relationships, aligning with Lightpath Sales as appropriate.
* Conduct Periodic Customer Account Reviews to Monitor Existing Services and Ensure SLA's
* Act as the primary intermediary between the customer and Lightpath for process issues.
* Aid ASE in managing Strategic Accounts
* Participate on the Strategic Account Teams
* Complete sales on existing services, e.g. Moves, Adds and Change's
* Monthly, obtain and collate customer data for Stewardship Reports and highlight areas of concern for ASE
* Maintain Order Status Spreadsheet and conduct Order Quality Check
* Prepare Customer Service Improvement Plans to address service issues and achieve improvements in service performance
* Monitor customer feedback (e.g. surveys, escalations and complaints.)
* Manage executive level customer escalations and service recovery, ensuring successful closure
* Maintain understanding and educate customer on all Lightpath Customer impacting processes
* Work directly with Customers to obtain and maintain Customer Contact
* Complete Carrier ASR orders for adds and disconnects
* As requested by Customer, research customer invoices and investigate installation orders
* Monitor customer feedback (e.g. surveys, escalations and complaints.)
* Educate the customer in Lightpath processes and organization; remove roadblocks in Lightpath processes

Qualifications

* A minimum of 5 years experience in the telecommunications industry with experience in Sales and or Service Management
* Outstanding analytical and problem-solving skills along with the ability to collaborate cross-functionally
* Knowledge with supporting customer contractual Service Level Agreements
* High Energy Level is required to take escalations and respond to any customer related issues with the data/voice product lines
* Entrepreneurship is required to be able to think out of the box
* Excellent communication skills required
* Other skills required are excellent interpersonal skills
* Needs to be very honest and the ability to maintain customer confidentiality
* Should be able to express ideas in clear and concise manner

FUNCTIONAL COMPETENCIES

* Bachelors Degree or equivalent experience required
* Fluent in PC use of Microsoft Windows, specifically Word, Excel, Power-Point, Visio
* Ability to articulate highly technical information to a non-technical staff and customer
* Extensive knowledge of the Sales environment

Lightpath is an Equal Opportunity Employer committed to recruiting, hiring and promoting qualified people of all backgrounds regardless of gender, race, color, creed, national origin, religion, age, marital status, pregnancy, physical or mental disability, sexual orientation, gender identity, military or veteran status, or any other basis protected by federal, state, or local law.

Lightpath collects personal information about its applicants for employment that may include personal identifiers, professional or employment related information, photos, education information and/or protected classifications under federal and state law. This information is collected for employment purposes, including identification, work authorization, FCRA-compliant background screening, human resource administration and compliance with federal, state and local law.