Client Service Specialist- Small Business at Crown Castle in BOXBOROUGH, Massachusetts

Job Description:

Company Summary

At Crown Castle, we work around the country to build and maintain the infrastructure behind the world’s most revolutionary technologies. Our portfolio of communications infrastructure (towers, small cells, fiber) connects cities and communities to essential data, technology, and wireless service—bringing information, ideas and innovations to the people and businesses that need them. As the nation’s largest provider of communications infrastructure and with more than 5,000 employees across the country, we’ve been building the connections that people depend on for 25 years. Crown Castle is an S&P 500 company and one of the largest Real Estate Investment Trusts in the United States with an enterprise value of approximately $70 billion.

 

Position Title – Client Service Specialist-  Small Business 4N

 

All Crown Castle locations will be considered 

 

Position Summary:    

Responsible for supporting our Small Business customer base by managing the customer’s business needs, as well as retaining and growing the overall customer relationship in order to meet company goals and objectives. Work closely with Inside Acquisition Team and Sales Management to seamlessly service the customers.

 

Essential Job Functions

 

• Respond to Small Business Customer base inbound inquires while maintaining customer relationship


• Responsible for revenue protection and churn of our Small Business Customer Base


• Act as the primary post installation contact as well as the liaison between customer and Crown Castle Fiber internal partners to ensure strong service and response to customer needs


• Manage account billing, inventory, trouble tickets, SLA and credit inquiries with internal groups and work with customer on any service related issues


• Onboard customers to the Crown Castle Fiber Business Portal


• Drive renewal negotiations

 

Education/Certifications

Bachelor’s Degree or equivalent experience in Business, Sales, or related field preferred

 

Experience/Minimum Requirements

 

• 2 years of outside sales and or customer facing management experience


• Telecom experience preferred


• Proven project management experience


• CRM and Microsoft Office experience

 

Other Skills/Abilities

 

• Strong commitment to deliver exceptional customer service


• Proven ability to work well with external and internal customers


• Ability to prioritize multiple assignments and meet all deadlines


• Ability to foster teamwork and partner across functions to deliver seamless service to customer


• Excellent presentation skills


• Strong organizational, administrative, and time management skills


• Strong analytical/quantitative skills


• Excellent negotiation skills with proven ability to close business


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Organizational Relationship

 

Reports to:  Manager of Client Services

 

Title(s) of direct reports (if applicable):       N/A

 

Working Conditions:  Works in a normal office setting with no exposure to adverse environmental conditions.

 

Additional Information: N/A

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