Customer Account Specialist

Wholesale Customer Account Specialist

Uniti is a premier insurgent fiber provider dedicated to enabling mission-critical connectivity across the United States. With a steadfast commitment to customer service, operational excellence, and superior network capabilities, Uniti builds, operates and delivers critical fiber-based communications services to connect and empower people and businesses.

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:

• 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.

Our Benefits:

• Medical, Dental, Vision Insurance Plans
• 401K Plan
• Health & Flexible Savings Account
• Life and AD&D, Spousal Life, Child Life Insurance Plans
• Educational Assistance Plan

Uniti is an equal opportunity employer. At Uniti, we celebrate the authenticity and uniqueness of our people and their ideas. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, genetic information, protected veteran status, current military status, disability, sexual orientation, marital status, creed, citizenship status, or any other status protected by law, and to give full consideration to qualified disabled individuals and protected veterans. Actual base pay for this job will depend on the candidate's primary work location and other factors, such as relevant skills and experience.