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    Customer Retention Specialist - Canonsburg, United States - Crown Castle USA, Inc.

    Crown Castle USA, Inc.
    Crown Castle USA, Inc. Canonsburg, United States

    3 weeks ago

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    Description
    Customer Retention Specialist - CUSTO011096

    DESCRIPTION/


    RESPONSIBILITIES:

    Position Title:
    Customer Retention Specialist (P2)

    We offer a total benefits package and professional growth development for teammates in any stage of their career.

    Along with caring for our teammates, we're an active member in the communities where we live, work and do business.

    We have a responsibility to give back, which we do through our Connected by Good program.

    Giving back allows us to improve public spaces where people connect, promote public safety and advance access to education and technology.


    Position Summary Responsible for the day-to-day management of customer account analysis and relationships in an effort to minimize contractual variances as it relates to financial obligations of agreements/contracts.

    Act as liaison between the customer and Crown Castle for resolution of contract issues and disputes while delivering superior customer service to strengthen relationships.


    Essential Job Functions * Compile and analyze revenue streams and contract terms in conjunction with accounts receivable balances in order to prioritize issues and identify trends.

    * Analyze multiple data points to categorize issue drivers, complete trend analysis, identify changes in revenue, and mitigate financial risk.

    * Utilize experience and judgment to develop action plans to resolve contractual variances within definitive time periods to ensure revenue and account balances are recorded accurately.

    * Develop reporting, correspondences, etc. to facilitate resolutions with internal departments and customers.

    * Negotiate with customers to accomplish company cash flow and revenue assurance goals in order to achieve specified quarter- and year-end company goals.

    * Minimize future variances through mastering contract knowledge, internal and external operating systems and processes. * Collaborate with team members and management to develop and deliver Customer presentations to both internal and external audiences. * Collaborate with management to develop and manage project plans to meet immediate goals and deliver long-term solutions. * Build and sustain customer relationships through customer service and contract knowledge to facilitate specific contract administration solutions. * Deliver unparalleled customer service through communication with customers, internal departments, and senior management. * Research, analyze, and facilitate/process billing where appropriate to ensure contract compliance.

    Education/Certifications * High school diploma or equivalent * Bachelor's Degree in Business, Accounting or related field or equivalent experience preferred

    Experience/Minimum Requirements * Minimum of three (3) years of experience in accounting, customer service, financial analysis, and/or contract administration

    Other Skills/Abilities * Demonstrated mastery in MS Excel (multiple spreadsheets, pivot tables, Vlookups) * Strong analysis and reporting * Ability to interpret contracts * Excellent customer service skills * Project management abilities * Strong communication skills including presentation, leadership and negotiation skills * Independent judgment and creativity applied to resolving contract issues * Ability to influence professionals with different objectives and/or focus

    Organizational Relationship


    Reports to:
    Manager Customer Retention

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

    Working Conditions:
    This role falls into our hybrid work model working in the office on Monday through Thursday. On Fridays, teammates on the hybrid schedule will have the option to work from the office or home. There is an expectation of collaboration with teammates and stakeholders for moments that matter that could require travel.


    Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities The contractor will not discharge or in any other manner discriminate against employees or applicants becaus they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant.

    However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information.

    41 CFR c)

    Equal Opportunity Employer-minorities/females/veterans/individuals with disabilities/sexual orientation/gender identity
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