Community Account Manager Job at Cogeco Inc. in Florida

* Responsible for launching new services in both acquisition/renewal properties* Works cross-departmentally with Sales, Construction, and Operations teams to ensure a smooth rollout and transition.* Collaborates with the sales team and takes the lead to effectively communicate and facilitate new contract terms with the assistance of Sr. Management to ensure customers receive the latest technology.* Leads the execution of strategies and tactics to improve the overall customer experience in their respective community profile.* Operates as the main point of contact for assigned property profiles. Assisting after hours and weekends when needed to ensure a positive customer experience.* Consistently uses independent discretion to facilitate decisions that ensure excellent customer service, create, develop and maintain positive customer relationships, and provide timely responses to all inquiries pertaining to Breezeline products and services.* Works in conjunction with the sales team before and during contract negotiations, providing all feedback/requests from property stakeholders and changes in property common area locations, leading to greater efficiency and effectiveness throughout the renewal process* Works with Community Experience Manager to build out community engagement plans and events to drive improvements in the net-promoter score (NPS).* Demonstrates expert knowledge of Breezeline products.* Delivers first-in-class customer and employee experience.* Strategic Planning and Prioritization: Effectively anticipates customer requirements, coordinates multiple projects, evaluates urgency, and develops structured action plans to maximize operational efficiency.* Exceptional Communication: Proficient at delivering information across various channels (verbal, electronic, written) to ensure audience engagement and retention; demonstrates strong active listening skills.* Client-Centric Focus: Committed to superior service delivery by prioritizing customer needs, resolving service interruptions, and ensuring overall satisfaction.* Persuasion and Influence: Skilled in presenting ideas to senior leadership and adapting messaging for diverse audiences; addresses objections with tact and professionalism.* Resilience and Drive: Maintains high energy and persistence to complete tasks despite obstacles, utilizing creative problem-solving to meet objectives.* Professional Judgment: Consistently applies independent discretion and sound reasoning to critical business matters.* Reliability: Ensures regular, dependable, and timely attendance.* Experience: 2+ years of related experience in Telecommunications, Hospitality, or Account Management. Experience in managing "Community Association" (HOA/COA) relationships is a significant plus* Valid Driver License: Commuting to properties within assigned territory and Office located in Miramar FL.****Discounted services:**** We offer our customers some fantastic services, and we think you deserve to enjoy them in your home, too.****Total Rewards:**** Let’s be honest; everyone wants to make a good salary. We offer attractive total rewards and a great culture to go along with it. We have you and your family covered with one of the best packages in the business.* Delivers face to face customer interaction that will entice customers to select Breezeline as their sole provider of Cable TV, Internet and phone services in a variety of retail settings including Storefronts, Pop Ups, and Special Events achieving or exceeding all sales targets.* Actively focuses on selling, upgrading and promoting Breezeline products & services. Provides professional services and solutions to meet customer needs. Schedules and inputs order requests using the compliance tools necessary* Highlights the features and benefits of all Breezeline products and services by confidently demonstrating sales behaviors as trained* Promotes and up-sells products and services with both new and existing customers being agile to execute various sales techniques to maximize sales opportunities.* Makes every effort to retain customers who express their wish to cancel their subscription or reduce their level of service. Is upfront in all of their dealings with customers. Is proactive, sincere and empathetic when responding to customers’ questions or issues.* Resolves billing inquiries and service discrepancies. Credits and debits customer accounts. Initiates customer refunds for all systems and submits to supervisor for approval.* Responsible for accurate data input using prescribed applications and processes for all customers’ add move and change requests.* Responsible for asset management: returns, exchanges, distribution of all Breezeline equipment while at the storefront.* Actively participates in corporate initiated selling skills training as well and new procedural enhancements as part of the position requirements.* As part of their work, employees must take all necessary measures to ensure their own health and safety, and that of their co-workers. They must use available personal protective equipment at all times, and comply with all Health & Safety instructions, guidelines, policies and procedures issued by the Company.* To support Breezeline’s ultimate goal of providing excellent service to current and potential customers, the incumbent must be constantly attentive and responsive to both external and internal customers’ needs and assist in the resolution of any issues or concerns in a timely and professional manner while ensuring that the solution meets the customer’s needs.* Assist with other departmental requests as required and performs special projects as assigned.* Assist with other storefronts in alternate locations if required.****ACADEMIC TRAINING***** High school* Post-secondary education preferred****WORK EXPERIENCE***** Minimum 1- 3 years of Sales and Customer service experience.****SPECIFIC COMPETENCIES***** Strong communication skills (written and verbal).* Performance at a high standard and consistently meets/exceeds all Key Performance Indicator (KPI) expectations.* As an ambassador of Breezeline, demonstrates high level interpersonal skills with a winning customer service attitude and professional communication etiquette and appropriate presentation as per our departmental dress code policy and guidelines.* Proven ability to easily build genuine connections with our customers.* Highly organized and detail oriented with the ability to identify, analyze, resolve and/or escalate customer inquiries or issues.* Self-motivated with the ability to take initiative and resolve problems independently. Monitors own quality of work.* Open to change with a learning attitude towards work and to contribute to teams.* Basic accounting knowledge is an asset.* Demonstrate the ability to navigate between multiple applications while continuing to engage the customer.* Flexibility required with respect to hours of work as they may be required to work rotating schedules which include and are not limited to days/evenings/weekends/general holidays. Hours may be subject to change as business needs evolve.* Prior face to face & outbound sales experience is required. Must have previous experience working PCs and demonstrated navigation abilities within a Windows environment.* Experience in google suite applications is preferred.****PHYSICAL DEMANDS***** Considerable amount of time standing and occasional lifting (at least 20 lbs) is required.
#J-18808-Ljbffr