The Role
Manage assigned business customer accounts throughout onboarding, installation, post-sale support, account reviews, retention, and service upgrades. Coordinate internal teams, order management, customer activations, billing inquiries, project updates, and service-level accountability. Build long-term relationships, identify upsell and referral opportunities, support complex customer situations, and improve satisfaction and revenue retention. The role requires strong organization, communication, CRM proficiency, and telecommunications or cable industry experience.
Summary Generated by Built In
Responsible for assigned customer relationships to ensure a difference making customer journey through various stages, including onboarding, installation, post sales involvement, account reviews, retention, and service upgrades. Promote Blue Stream products, including video, high-speed Internet, and voice. Provide ongoing sales support to assigned business customers being a trusted advocate for the customer. Utilizes advanced knowledge of Blue Stream's products and services as well as sales process experience to maximize sales. Works with moderate guidance in own area of expertise. Tasks may involve project management, strategic planning, sales support, service application, and logistics.
Key Responsibilities
- Coordinate with staff members working on the same account to ensure consistent service, including but not limited to Kick-Off Meetings, project updates, and customer activations with test and turn up.
- Order Entry/Order Management for customer accounts post-sale through the journey to installation.
- Assist customer with billing inquiries and general customer service needs.
- Collaborates with sales team to build a relationship with the customer immediately after sale as well as assisting with prospective clients. This includes setting up referrals, and effectively communicating upselling and prospect opportunities to the sales team.
- Service multiple clients concurrently, often meeting deadlines. Ensuring customers receive products and services in a timely fashion. Holding meetings with customer POC’s to ensure clear and consistent communication. Providing internal teams with necessary information to ensure that services and process are working properly. Effectively communicates customer needs and requests to proper departments to ensure the best customer service.
- Conducts proactive calls into responsible base to do account reviews as required, touch points on overall customer satisfaction. Develop plans with management to improve all customer experience where required.
- Support Customer support operations where needed with complex customer situations.
- Interface with Project Management on all new build projects. Reporting on and holding accountability for internal service levels. Communicating with customers on project status updates.
- Develops and maintains long-term relationships with accounts. Responsible for retaining customer base and optimizing revenue through customer satisfaction.
- What you bring to the table:
- Focused and able to guide team members to accomplish work objectives.
- Able to Interact with others in ways that give them confidence in one’s intentions and those of the organization.
- Make customers and their needs a primary focus of one’s actions, developing and sustaining productive customer relationships.
- Identify and understand issues, problems, and opportunities.
- Compare data from different sources to draw conclusions; uses effective approaches for choosing a course of action or developing appropriate solutions; and takes action that is consistent with available facts, constraints, and probable consequences.
- Able to deal effectively with others in antagonistic situations, using appropriate interpersonal styles and methods to reduce tension or conflict.
- Establish proper courses of action to ensure that work product is completed efficiently and on time/within proper time limits.
- Maintain stable performance under pressure or opposition (such as time pressure or job ambiguity); handling stress in a manner that is acceptable to others and to the organization.
- Actively able to appreciate and include the diverse capabilities, insights, and ideas of others and working effectively and respectfully with individuals of diverse backgrounds, styles, abilities, and motivations.
- Set high standards of performance for self; assuming responsibility and accountability for successfully completing assignments or tasks; self-imposing standards of excellence rather than having standards imposed.
Skills, Knowledge & Expertise
- Minimum of five years of related experience.
- Proficient in I-COMS billing system is preferred.
- Proficient in CRM tools such as salesforce.com, Zoho, HubSpot and other comparable tools.
- Ability to communicate in the English language. Bilingual in any language is a plus.
- Able to organize and prioritize effectively.
- Proficient in Microsoft Office, Excel, and Power Point.
- Cable or telecommunications background preferred.
Job Benefits
- Medical, Dental and Vision
- PTO & Holidays
- 401K + Match
- Life Insurance
- FSA & HSA
- Short Term/Long Term Disability
- Legal Plan Support & EAP
About
Blue Stream Fiber has over 45 years of industry experience, servicing Florida with amazing internet, TV, and phone products. We are the best in state, but that isn’t the only reason to choose us. We constructed our own advanced fiber network to deliver an innovative array of products supported by a best-in-class customer service.Our team operates with a clear mission: based locally means we act locally. We take pride in thinking and acting with the customer in mind knowing they could be our neighbor, our friend or even our own family. Our team is passionate about and dedicated to ensuring our customers and neighbors receive the most reliable services that will enrich their lives. When you need us, our customer service and technical support team members based in Coral Springs, Indiantown, Orlando and Port St. Lucie are ready to assist you.
Skills Required
- Minimum five years of related experience
- Proficiency with CRM tools such as Salesforce, Zoho, HubSpot, or comparable systems
- Ability to communicate in English
- Ability to organize and prioritize effectively
- Proficiency in Microsoft Office, Excel, and PowerPoint
- Proficiency in the I-COMS billing system
- Bilingual ability
- Cable or telecommunications background
Am I A Good Fit?
Get Personalized Job Insights.
Our AI-powered fit analysis compares your resume with a job listing so you know if your skills & experience align.
Success! Refresh the page to see how your skills align with this role.
The Company
What We Do
Blue Stream Fiber has been in business for over 40 years, servicing Florida with amazing Internet, TV and Phone products. We have invested millions of dollars building fiber in the communities we serve to deliver an innovative array of products and services, including fiber-to-the-home infrastructure, symmetrical internet speeds, whole-home managed WIFI, and TiVo Android Set-Top boxes with Google Assistant, among other industry-leading technology. As our company grows throughout the state, our support staff needs to grow and evolve, and that is exactly why we need you. At Blue Stream Fiber we take a customized approach to ensure our customers are at the center of every decision we make, all the while developing each of our team member’s strengths and experiences. We take our role as trusted industry experts very seriously and are dedicated to providing communities and our neighbors with reliable fiber infrastructure to offer world-class internet, TV and phone products and services that enrich lives, while providing a personalized customer experience, from a local team that cares.
.png)
