Customer Service Analyst

Profile

The CSA contributes to service delivery, business retention and revenue growth objectives of the sales account team, through selling and support efforts. The CSA is an important resource within Frontier that provides the customer with easy access and maneuverability through our organization. The CSA maintains a passion for customer service and works pro-actively with other internal and external resources to insure we exceed customer expectations. CSA’s are expected to become Subject Matter Experts (SMEs) for department in two areas of choice based on knowledge and experience. The CSAs are measured on the basis of achieving or exceeding the revenue objectives for accounts executives assigned to them. Insuring the proper provisioning of services, billing integrity and the timely response to customer inquiries drives customer satisfaction and revenue growth. An integral piece in maintaining existing revenue is contract maintenance and renewal. The CSA is informed on all contract existence and expirations within their base, and they are responsible for assisting with contract renewals.  Specific responsibilities include: Support Field Sales Team Members in providing quotes, proposals, contract, and data-gathering requirements.Manage assigned accounts to fully support all sales associated activityMonitor installation from order to delivery on special needs requests, keeping customer and sales person aware of significant changes in schedules and ensure accurate billing.Educates customers on billing process, how to read bills and verifies billing accuracy, where appropriateInternal teamwork with other partner groups (Call Center, Contract Admin, Operations, Engineers, NPC, Translations, etc.) to implement services and resolve customer problems and strive to achieve complete customer satisfactionAssist direct sales to meet or exceed contract renewal objectives.Submit MACD and simple orders to provisioning groups through STATS system that the CSA may have received through direct customer calls, Account Executives, or other internal groupsAccount auditing for billing accuracy and additional revenue opportunities where appropriateManage and report out on all churn in excess of 5 lines, PRI and Channelized DS1 servicesUse Salesforce.com to assist sales person in account managementManage module to annual growth targets as an assistance to our sales team.Provides customers with contacts and escalation list of Frontier back offices Essential Job Results:10% Managing territory churnManaging compensation discrepancy valuesOversee implementation of territory marketing campaigns where applicable 80%Managing accounts assigned to account team ownership, ensuring services are working to customer satisfaction, completing First Bill Review, and coordination of all internal departments to complete request fully.Manage all data-gathering verification for all products sold or convertingManage account base and revenue activity from assigned customer segment and enter all complex request via STATS and Commercial Your Way systemsManagement of proper CRIS ID on account Assigned to field sales representativesManage communication, strategy and action plans with all support field reps on common ratio of 4:1  10%Internal training- Being a SME for process, requirements, and roll-outs, Lunch-n-learns, customer meetings and administrative functions.Required SkillsThe CSA must have a minimum of 3 years experience in similar account management responsibilities. The selected individual will have experience in the Telecommunications industry. The individual must possess strong time management, communication, customer service, and organizational skillsAn Associates degree or significant relevant experience is required. Bachelor’s degree preferred. Other qualifications should include: ResourcefulnessSales skillsBusiness acumenStrong phone and presentation skillsGood customer relationship building experienceExcellent rapport building skillsGoal and results drivenAlways follows through and completes tasks on timeProject management abilityCommunity Involvement is expectedKnowledge of Systems - STATS, DPI, Salesforce.com 

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