Customer Relationship Manager - Metronet : Job Details

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Join the Future of Connectivity with Metronet and Vexus!

Are you ready to launch your career with one of the nation's fastest-growing fiber-optic powerhouses? Welcome to Metronet and Vexus, where we don't just build networks; we build communities.

Recently, Metronet acquired Vexus, and effective January 1, 2025, all Metronet and Vexus associates will be combined into one organization: Metronet. The Vexus brand will remain during the transition.

Customer Relationship Manager

As a Customer Relationship Manager, you will act as the main point of contact with client's post-sale to ensure that their needs and expectations are being met throughout the implementation and installation process. Our Customer Relationship Managers do this by performing basic account maintenance - handling customer concerns, account issues, and escalating support inquiries, or directing the client to the appropriate department for issue resolution if needed. This role will also work side by side with other departments, will provide guidance and suggestions to clients, and will identify new opportunities.

ESSENTIAL JOB FUNCTIONS:

• Demonstrating the ability to consistently handle client complaints and providing a resolution that meets the needs/wants of the client, the technicians, and the company
• Develop strong customer relationships and serve in the role of Metronet trusted partner
• Consistently demonstrating initiative, workplace engagement and leadership
• Overall responsibility for service delivery of Metronet's service including order acceptance, order installation, billing activation, and post order support
• Own first level escalations, coordinate resolutions, and establish effective communication between stakeholders for post-escalation review
• Primary liaison between customer and required internal departments to ensure constant, effective service installation status as customer requires
• Assist with customer onboarding as needed
• Fully understand the Terms and Conditions of each executed MSA being supported while effectively and successfully managing the customer lifecycle to mitigating risks
• Responsible for equipment procurement for customer installation projects
• Continually review and evolve processes used to track, oversee, and organize customer interactions
• Document lessons learned and implemented best practices.
• Interface with the Metronet team to provide and obtain relevant information as required
• Other duties as assigned

JOB QUALIFICATIONS AND REQUIREMENTS:

• Bachelor's degree preferred or equivalent work experience, Highschool or GED required
• 2 years' experience in Customer Services, Relationship Development role or related field
• Demonstrated ability to build rapport, and develop/maintain strong relationships with internal/external partners

ADDITIONAL JOB REQUIREMENTS:

• Detailed and diligent data entry skills and attention to detail
• Improves performance impact through personal growth in knowledge and expertise
• Work consistently within established timelines to ensure strict compliance with all applicable deadlines
• Ability to work well independently and as part of a dynamic team environment required
• Ability to define problems, collect data, establish facts, and draw valid conclusions
• Proficiency with MS Office Suite
• Proven work experience in a similar role
• Excellent communication skills
• Ability to adapt to change

Join us and find out what it means to love your career!

At Metronet, we are committed to delivering cutting-edge technology combined with exceptional customer care. Our 100% fiber-optic technology ensures that we provide our customers with some of the fastest internet speeds in the world. As industry leaders in fiber-to-the-premise TV, voice, and internet services, we're not just focused on expanding our networks-we're focused on enriching the lives of those we serve.

We value our associates because they are the cornerstone of our success. By joining the Metronet family, you're stepping into a rewarding career in technology with a company dedicated to your growth and success. We're in it to win it, and a key part of our strategy is to strengthen our business-to-business technology sales team with talented and hard-working individuals who aspire to be the next generation of technology leaders.

Recognized as one of the Best Places to Work, we offer a competitive total compensation package, including 80% of medical premiums paid by the company, company-paid disability and life insurance, and a 401(k)-company match with immediate vesting. Plus, enjoy discounted services within our coverage areas and thrive in a locally owned, friendly, and fun atmosphere.

Discover more with Metronet - a company where your success builds stronger communities, and your future is limitless.

Metronet is an equal opportunity employer. We will not discriminate against any applicant or employee on the basis of sexual orientation, gender identity, race, gender, religion, age, national origin, color, disability, or veteran status. EOE/Minority/Female/Disabled/Veteran

Pay Range - $55 - $60k/yr. #LI-AF1