Community Account Manager
Summit Broadband, Florida, NY, United States
Summit Broadband is a leading fiber‑optics telecommunications provider in Florida, providing voice, video, data, and high‑speed internet services to commercial and residential customers. We are an organization that values each employee’s contributions and encourages everyone to share their ideas. Standing out in the industry by providing superior products and exceptional customer service, this growing and dynamic high‑tech company is seeking a Community Account Manager to join our team.
Job Title:
Community Account Manager (CAM)
Reports to:
Director, Community Account Management
Status:
Full‑Time/Exempt
Location:
Southwest Florida
Position Summary Responsible for serving as the lead point of contact for property management (and boards) of newly acquired, and existing, bulk communities. Is responsible for managing the customer‑experience throughout the life of any/all existing bulk properties that are part of an assigned profile.
Develops strong relationships with property management that is conducive to the timely launch of Summit Broadband services, ongoing sale and retention of Summit Broadband products and services, resolving escalated complaints, and responding to inquiries with utmost courtesy and professionalism.
Job Description
Serve as lead point of contact for Property Management and Board of Directors
Attend on‑site community events, including HOA meetings, resident appreciation events, and other company specific events
Visit property administration on a regular basis to effectively maintain and strengthen business partnership
Follow through on property management, board member, and/or customer/client requests or inquiries concerning services, products, billing, equipment, claims and work with other departments to resolve reported problems in a timely manner
Leverages the net‑promoter system (NPS) to aggregate customer feedback (verbatim) and implement change to improve the customer experience (Property Manager/HOA/Tenant)
Responsible for generating incremental improvements in, or maintaining, product/service penetration, NPS results, and contract agreement renewal success rate
Support all community escalations including installations and service‑related issues for existing customers
Proficiently utilize internal systems to initiate and complete service orders and efficiently manage property requests
Maintain proper documentation in customer files and computerized records
Acquire sufficient knowledge of each property assigned to support business development and increased monthly recurring revenue
Utilize initiative and appropriate judgment in resolving customer issues with resolutions promoting customer loyalty and maintaining company revenue integrity
Utilize appropriate judgment in determining if billing adjustment ensures customer satisfaction. Issue credits where necessary. Follow up with proper internal/external documentation
Maintain confidentiality of customer information
Provide base level technical support to include basic service troubleshooting
Maintain workflow with little or no supervision
Support company image in demonstrated performance
Practice organization and time management skills including prioritizing work and requesting additional work when appropriate
Required to maintain availability on demand outside of standard schedule as needed to promote customer retention
Must be able to work after hours and weekends
Additional duties as assigned
Additional Qualifications Competencies
Passion – being fully committed to delivering the best internal/external customer‑experience
Customer Focus – a customer advocate that sets high standards for customer service, is attentive to customer needs/wants and provides appropriate resolution
Communication Skills – must be able to speak in front of large groups and articulate Summit Broadband services and processes effectively
Team Effectiveness – works and interacts to accomplish group goals
Relationship Builder – establishes meaningful connections with customers and peers
Adaptability/flexibility – understands and aligns to the demands of a changing, fast‑paced work environment
Stress tolerance – maintain emotional resilience under pressure
Innovative – Generates new ideas, resourceful and persistent
Influence and Persuasion – Able to convince others in both positive or negative circumstances; uses tact when expressing ideas or opinions; presents ideas effectively to persons at all senior levels; adapts presentations to suit the audience; responds to objections successfully
Qualifications to perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required
Effective Change Management Ambassador, lead effective change over desired outcomes (Awareness, Desire, Knowledge, Ability, and Reinforcement)
Consistent exercise of independent judgement and discretion in matters of significance
Regular, consistent, and punctual attendance. Must be able to work nights and weekend, variable schedules as necessary
Ability to travel in‑market, up to approximately 40% of scheduled work‑week. May vary, depending on business need
Job Qualifications
Knowledge of the telephone, internet, and cable industry and how it operates preferred
Working knowledge of Windows operating system and experience with word processing and spreadsheet software. CRM experience preferred
Demonstrated proficiency in data entry
Function as a team player in peer relationships
Valid driver’s license, satisfactory driving record within company required standards and auto insurance
Must be able to pass MVR check, criminal background and drug testing
Must be able to speak, read and understand English. Bilingual ideal
Bachelor’s degree (or higher) in marketing, business or related areas of study and/or 3-5 years related experience is strongly preferred
Summary We’re looking for candidates with some project management experience, the ability to manage multiple projects and relationships simultaneously, communication skills, presentation skills, and time management skills. In return, we provide an exceptionally supportive team environment, a generous salary, and a strong benefits package. Your talent and tenacity will take care of the rest.
Other Duties Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
Summit Broadband Inc. is a Drug‑Free and Tobacco‑Free Workplace
Summit Broadband, Inc. is an Equal Opportunity Employer. The Company participates in the E‑Verify program.
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Job Title:
Community Account Manager (CAM)
Reports to:
Director, Community Account Management
Status:
Full‑Time/Exempt
Location:
Southwest Florida
Position Summary Responsible for serving as the lead point of contact for property management (and boards) of newly acquired, and existing, bulk communities. Is responsible for managing the customer‑experience throughout the life of any/all existing bulk properties that are part of an assigned profile.
Develops strong relationships with property management that is conducive to the timely launch of Summit Broadband services, ongoing sale and retention of Summit Broadband products and services, resolving escalated complaints, and responding to inquiries with utmost courtesy and professionalism.
Job Description
Serve as lead point of contact for Property Management and Board of Directors
Attend on‑site community events, including HOA meetings, resident appreciation events, and other company specific events
Visit property administration on a regular basis to effectively maintain and strengthen business partnership
Follow through on property management, board member, and/or customer/client requests or inquiries concerning services, products, billing, equipment, claims and work with other departments to resolve reported problems in a timely manner
Leverages the net‑promoter system (NPS) to aggregate customer feedback (verbatim) and implement change to improve the customer experience (Property Manager/HOA/Tenant)
Responsible for generating incremental improvements in, or maintaining, product/service penetration, NPS results, and contract agreement renewal success rate
Support all community escalations including installations and service‑related issues for existing customers
Proficiently utilize internal systems to initiate and complete service orders and efficiently manage property requests
Maintain proper documentation in customer files and computerized records
Acquire sufficient knowledge of each property assigned to support business development and increased monthly recurring revenue
Utilize initiative and appropriate judgment in resolving customer issues with resolutions promoting customer loyalty and maintaining company revenue integrity
Utilize appropriate judgment in determining if billing adjustment ensures customer satisfaction. Issue credits where necessary. Follow up with proper internal/external documentation
Maintain confidentiality of customer information
Provide base level technical support to include basic service troubleshooting
Maintain workflow with little or no supervision
Support company image in demonstrated performance
Practice organization and time management skills including prioritizing work and requesting additional work when appropriate
Required to maintain availability on demand outside of standard schedule as needed to promote customer retention
Must be able to work after hours and weekends
Additional duties as assigned
Additional Qualifications Competencies
Passion – being fully committed to delivering the best internal/external customer‑experience
Customer Focus – a customer advocate that sets high standards for customer service, is attentive to customer needs/wants and provides appropriate resolution
Communication Skills – must be able to speak in front of large groups and articulate Summit Broadband services and processes effectively
Team Effectiveness – works and interacts to accomplish group goals
Relationship Builder – establishes meaningful connections with customers and peers
Adaptability/flexibility – understands and aligns to the demands of a changing, fast‑paced work environment
Stress tolerance – maintain emotional resilience under pressure
Innovative – Generates new ideas, resourceful and persistent
Influence and Persuasion – Able to convince others in both positive or negative circumstances; uses tact when expressing ideas or opinions; presents ideas effectively to persons at all senior levels; adapts presentations to suit the audience; responds to objections successfully
Qualifications to perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required
Effective Change Management Ambassador, lead effective change over desired outcomes (Awareness, Desire, Knowledge, Ability, and Reinforcement)
Consistent exercise of independent judgement and discretion in matters of significance
Regular, consistent, and punctual attendance. Must be able to work nights and weekend, variable schedules as necessary
Ability to travel in‑market, up to approximately 40% of scheduled work‑week. May vary, depending on business need
Job Qualifications
Knowledge of the telephone, internet, and cable industry and how it operates preferred
Working knowledge of Windows operating system and experience with word processing and spreadsheet software. CRM experience preferred
Demonstrated proficiency in data entry
Function as a team player in peer relationships
Valid driver’s license, satisfactory driving record within company required standards and auto insurance
Must be able to pass MVR check, criminal background and drug testing
Must be able to speak, read and understand English. Bilingual ideal
Bachelor’s degree (or higher) in marketing, business or related areas of study and/or 3-5 years related experience is strongly preferred
Summary We’re looking for candidates with some project management experience, the ability to manage multiple projects and relationships simultaneously, communication skills, presentation skills, and time management skills. In return, we provide an exceptionally supportive team environment, a generous salary, and a strong benefits package. Your talent and tenacity will take care of the rest.
Other Duties Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
Summit Broadband Inc. is a Drug‑Free and Tobacco‑Free Workplace
Summit Broadband, Inc. is an Equal Opportunity Employer. The Company participates in the E‑Verify program.
#J-18808-Ljbffr