Community Account Manager

Summit Broadband; Town of Florida (NY); On-site; USD 50,000 - 70,000; Full time

Benefits offered by this job

Generous salary

Strong benefits package

Job summary

Summit Broadband, a leader in fiber-optics telecommunications, is looking for a Community Account Manager in Florida. This role serves as the primary contact for property management of bulk communities, ensuring service launch and customer satisfaction.

The ideal candidate will have a background in business and proven communication skills. A strong benefits package is offered.

Qualifications

• Knowledge of the telephone, internet, and cable industry preferred.
• Demonstrated proficiency in data entry.
• Must have a valid driver’s license and satisfactory driving record.

Responsibilities

• Serve as lead point of contact for Property Management and Board of Directors.
• Attend community events and maintain business partnerships.
• Resolve escalated customer complaints and inquiries.

Skills

Customer Focus

Communication Skills

Adaptability

Relationship Building

Education

Bachelor’s degree in marketing, business or related areas of study

Tools

Windows operating system

CRM software

Job description

Description

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 value each employee’s contributions and encourage 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

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
• 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 app. 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.