Customer Experience Specialist

Customer Experience Specialist

MCA, your trusted advisor for wireless communications, data, and security, is seeking an experienced Customer Experience Specialist to support our fast-growing Data Division, specifically supporting our Network Services team. We take our work and customers seriously and believe our best work can be fun. When you join our team, you join the MCA family! We offer competitive compensation and comprehensive benefits, including Medical, Dental, Vision, 401K, Paid Time Off (PTO), Holiday Pay, Education and Certification Incentives and much more.

WHAT YOU WILL BE DOING:

• Engaging with our existing and future customers to create a "best in class" experience ensuring that our customers are fans of MCA and would recommend our services to others.
• Responsible for promoting and selling maintenance contracts for our company's products or services.
• Develop and maintain relationships with existing customers to upsell maintenance contracts and renewals including preparation, distribution, follow-up and coordination through invoicing.
• Collaborate with the sales team to develop sales strategies and meet sales targets
• Prepare and negotiate sales contracts, ensuring terms and conditions meet both company and customer requirements.
• Manage service contract renewals using established commercial processes, including preparation, distribution, follow-up and coordination through invoicing.
• Coordinate with the NOC, Field Services, and Customer Experience teams to ensure seamless delivery and support of maintenance services.
• Maintain accurate customer, contract, quote and service data in CRM and operational systems in accordance with established data standards and processes
• Present health KPI reports using established reporting standards; identify gaps and recommend improvements to the reporting process to better support customers and grow accounts.
• Conduct periodic service and network-performance reviews with customers in accordance with established engagement cadence.
• Act as point of escalation and customer advocate for customer complaints, service calls, trouble resolution, and repair initiatives.
• Communicate contract SLAs internally to ensure that all contractual requirements are met by the Operations team.
• Support Sales as a subject matter expert for Network Services.
• Create quotes for services, assist in proposal generation, support customer meetings, and be the front door to the Network Services team to address general inquiries about services.

WHAT YOU WILL BRING TO THE TEAM:

• Success in sales, preferably in maintenance contracts or related services.
• Excellent communication and interpersonal abilities.
• Ability to build rapport with clients and prospects; ability to articulate the value proposition of MCA services to potential clients both verbally and in writing.
• In any situation, you will be the voice of the customer to ensure that IWS is delivering a valuable service and that customers see us as a valued partner.
• A positive can-do attitude that finds ways to work across IWS teams and MCA divisions to deliver for our customers.
• A focus on details, process, and innovation that will help push our service delivery to the next level.

BASIC QUALIFICATIONS:

• 5 years of full-time experience directly supporting customer engagements in the role of sales, in-side sales, project management, or other customer-facing role.
• Working knowledge of wireless services including preventative maintenance, RF testing, emergency response and repair.
• Outstanding customer focus with excellent verbal and written communication skills with fluency in the English language.
• High competency working in Excel, Word, PowerPoint, Outlook, and Teams.
• Valued team player and works in parallel with peers and cross-functionally.
• Strong verbal communication skills with internal and external stakeholders.

PREFERRED QUALIFICATIONS & TRAITS:

• Ability to work overtime, evenings, weekends, holidays, and varying schedules as required.
• Experience with CRM and Database updates.
• Ability to read and summarize service contracts.
• Background with in-building wireless technologies and familiarity with vendors.
• Participates and works well within cross-functional teams and customers.
• Familiarity with approved AI-enabled productivity tools and workflow automation.

YOUR ENVIRONMENT AND PHYSICAL REQUIREMENTS:

• Work environment: Professional office setting with comfortable temperature control and moderate noise levels. Remote "work from home" is possible and requires dedicated workspace, quiet environment, high speed internet.
• Physical demands include ability to sit for extended periods at a computer workstation, occasional standing and walking, and light lifting to 25 pounds in office environment.
• Visual acuity requirements: Close vision to perform computer work.
• Communication: Extensive phone and Teams conversations and conference calls.

TRAVEL REQUIREMENTS:

• Occasional travel to locations in IWS regions may be required for specific meetings with internal teams or customers.

DIRECT REPORTS:

• No Direct Reports

WHO WE ARE:

Mobile Communications America, Inc. (MCA) provides wireless communication, data and security solutions that enhance workplace safety, security, and efficiency nationwide. Customers trust us to provide a portfolio of turn-key systems, products, and services — including two-way radio communications, vehicle uplift, security video and access control systems, BDA/DAS, remote monitoring, GPS tracking, SCADA, dispatch, mass notification, and point-to-point wireless networks. Our more than 60,000 customers span industries such as public safety, commercial, manufacturing, education, healthcare, utilities, and government. In addition to being the largest Motorola partner in the U.S., MCA has strategic partnerships with over 1,000 major manufacturers to offer an extensive portfolio of products and technologies.

WHAT WE BELIEVE:

We are better together through the MCA Way: living our core values of Service First, Growth, Teamwork, and Safety. We take our work and customers seriously and believe our best work can be fun. A component of our business that embodies the MCA advantage is our "Service First DNA" culture. Service is not just a motto for MCA, and it is an integral part of who we are and goes beyond our customers to our employees, partners, shareholders, and communities.