Tele-coverage Account Specialist

LOCATION: Piscataway, NJ

PURPOSE OF POSITION: This position is responsible for proactive outbound management and support of existing accounts not managed by direct and channels as well as accounts handled by EasyLink’s direct and channel sales teams. The specialist is responsible for identifying new opportunities with existing customers. This position’s interaction with customers comprises the majority of the workday in the form of telephone and e-mail proactive communications to minimize account churn as well as identify new business opportunities.

ESSENTIAL DUTIES AND RESPONSIBLITES:

  • Proactively contract existing customers supported by the direct and channel sales as well as accounts supported directly by the Sales Coverage team.
  • Track and manage current and potential opportunities for existing customers through the use of Salesforce management software.
  • Provide support for accounts managed by direct and channel sale teams.
  • Strong interaction with the direct and channel sales team.
  • Successfully manage and minimize account churn for accounts managed directly by the Tele-coverage team.
  • Responsible for providing reports on account management activity, new opportunities and other quantifiable sales objective metrics.
  • Handle requests by customers for account and billing change.
  • Handle requests for internal EasyLink departments including, Billing, Customer Service, International and Legal, Operations and R&D related to account management for existing customers.
  • Receives requests for price quotations, order changes, adjustments and cancellations directly from customers.
  • Pro-active contacts with customers to ensure satisfaction with services and products.
  • Build strong rapport with key contacts and develop relationships that build confidence in EasyLink’s professionals, processes and products / services.
  • Serve as an advocate for the customer within EasyLink and for EasyLink within the account, presenting a professional and pleasant image of the product / service and company.
  • Maintain an up-to-date profile and contact customers in a proactive manner through telephone, site visits and e-mail at regularly scheduled intervals.
  • Respond promptly and thoroughly to sales inquiries received via telephone, e-mail and fax, demonstrating a sense of urgency to the customer.
  • Utilize logging tools to accurately document conversations or correspondences throughout each customer interaction.
  • Manage work to ensure timely resolution and keep management informed of issues and status.

JOB SPECIFICATIONS AND QUALIFICATIONS:

  • Bachelor’s degree and a minimum of 3 years of related experience. Equivalent work related experience or equivalent combination of education and experience will be considered.
  • Established skills to handle progressively complex customer accounts, inquiries and issues.
  • Demonstrated proficiency with customer support processes and critical thinking required for customer responses.
  • Working knowledge and experience with account management, EasyLink product(s) and service(s), EasyLink support policies and quality practices, a workflow management system, Microsoft applications, and Operating platform(s).
  • Must be willing to work flexible hours as required by a 24x7 production environment.

KNOWLEDGE/SKILLS/ABILITIES:

  • Written, verbal and listening communication skills required to update SalesForce.com, communicate with a major account and make presentations to customers, colleagues and managers.
  • Coordination, organization and teaming skills.
  • Self-motivated and quality-driven, balanced with technical and support abilities.
  • Ability to deflate anger, resolve conflict and operate with a strong sense of urgency.
  • Ability to multitask and respond to priority issues effectively.
  • Ability to work independently, under general supervision.

PHYSICAL REQUIREMENTS:

  • Ability to travel via automobile and/or airplane.
  • Ability to view video display terminal images < 18” away from face for extended period of time; up to four (4) hours at a time.
  • Ability to operate a computer keyboard and telephone.
  • Ability to sit for extended periods of time – up to four (4) hours at a time.

If you are interested in applying for this position:
You can e-mail your cover letter, resume/CV and salary requirements to: resumes@easylink.com