WindStream Communications Sr Cust Advoct-Hospitality-ACC in Broken Arrow, Oklahoma
Windstream Enterprise has an immediate need for a Senior Hospitality Customer Advocate interested in working alongside fellow WE employees in building a foundation for our customers’ success
The Customer Advocate is responsible for delivering the Customer Experience and driving customer loyalty. They are the liaison between Windstream and the Customer, serving as the customer’s advocate while balancing doing the right thing for the business. Primary responsibilities are to renew, retain and grow their assigned customer modules while making it easy for the customer to do business with Windstream. They are empowered to advocate on behalf of the customer within Windstream, set the appropriate expectations across the customer journey, while also educating customers on how to leverage tools, resources, products and services to run and grow their business. This is a collaborative position that works together with all Windstream departments to drive customer loyalty, retention and sales.
JOB DESCRIPTION As a Windstream Enterprise Senior Hospitality Customer Advocate, you will:
Advise assigned customer accounts (multi-national/global accounts) by selling new or additional products and services to existing customers; proposing additional Windstream solutions.
Drive organizational management and effectiveness for customers by planning for evolutionary product development; communicate the project plan with internal resources and bridge any gaps within the product delivery process.
Manage customer satisfaction and service delivery by anticipating potential service problems; continuing communication during challenging times and monitoring satisfaction.
Handle day to day customer relationship and when necessary crisis or escalation, connect the appropriate parties to reach resolution
Create business development plans and forecasts by preparing efforts on behalf of the customer; assessing customer needs on a regular basis; validating strategic sales model alignment; and maintaining accurate data for all sales activity.
Process product renewals and retention of existing customers by building customer rapport; conducting specific customer product analysis for expiration and following customer industry trends for enhancements to existing product platforms.
Understanding of Voice Technology and HSIA, hotel network and support, LAN/WAN management and cloud environment
Self-motivated, proactive team player; demonstrated ability to provide innovative ideas to inspire customer loyalty and adoption.
Strong interpersonal skills and experience building strong internal and external relationships; strong written and verbal communication skills.
Proven track record of highly-professional customer service in a fast paced, dynamic environment.
Diplomacy, tact, and poise under pressure when working through customer issues
Bachelors Degree and 7 years professional level job related experience (outside, direct sales experience); OR 11 years professional level equivalent related experience.
Primary Location: *US-Oklahoma-Broken Arrow
Job Category: Sales
Requisition ID: 18004220
Other Locations: United States
Employment at Windstream is subject to post offer, pre-employment drug testing. Equal Opportunity Employer including minority/female/disability/veteran; Without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, disability, marital status, citizenship status, military status, protected veteran status or employment status. Windstream is a drug-free workplace.