Customer Retention Specialist

Position Title : Customer Retention Specialist (P2)

Company Summary

Crown Castle is the nation’s largest provider of shared communications infrastructure : towers, small cells and fiber. It all works together to meet unprecedented demand connecting people and communities and transforming the way we do business.

Whenever you make a call, track a workout or stream music and videos, we’re the ones providing the communications infrastructure that makes it all possible.

From 5G and the internet of things to drones, autonomous vehicles and AR / VR, we enable the technologies that help people stay safe, connected and ready for the future.

Crown Castle is publicly traded on the New York Stock Exchange (CCI), is part of the S&P 500 and is one of the largest Real Estate Investment Trusts in the US.

We offer a total benefits package and professional growth development for teammates in any stage of their career. Along with caring for our teammates, we’re an active member in the communities where we live, work and do business.

We have a responsibility to give back, which we do through our program. Giving back allows us to improve public spaces where people connect, promote public safety and advance access to education and technology.

Position Summary

Responsible for the day-to-day management of customer account analysis and relationships in an effort to minimize contractual variances as it relates to financial obligations of agreements / contracts.

Act as liaison between the customer and Crown Castle for resolution of contract issues and disputes while delivering superior customer service to strengthen relationships.

Essential Job Functions

• Compile and analyze revenue streams and contract terms in conjunction with accounts receivable balances in order to prioritize issues and identify trends.
• Analyze multiple data points to categorize issue drivers, complete trend analysis, identify changes in revenue, and mitigate financial risk.
• Utilize experience and judgment to develop action plans to resolve contractual variances within definitive time periods to ensure revenue and account balances are recorded accurately.
• Develop reporting, correspondences, etc. to facilitate resolutions with internal departments and customers.
• Negotiate with customers to accomplish company cash flow and revenue assurance goals in order to achieve specified quarter- and year-end company goals.
• Minimize future variances through mastering contract knowledge, internal and external operating systems and processes.
• Collaborate with team members and management to develop and deliver Customer presentations to both internal and external audiences.
• Collaborate with management to develop and manage project plans to meet immediate goals and deliver long-term solutions.
• Build and sustain customer relationships through customer service and contract knowledge to facilitate specific contract administration solutions.
• Deliver unparalleled customer service through communication with customers, internal departments, and senior management.
• Research, analyze, and facilitate / process billing where appropriate to ensure contract compliance.

Education / Certifications

• High school diploma or equivalent
• Bachelor’s Degree in Business, Accounting or related field or equivalent experience preferred

Experience / Minimum Requirements

Minimum of three (3) or more years of experience in accounting, customer service, financial analysis, and / or contract administration

Other Skills / Abilities

• Demonstrated mastery in MS Excel (multiple spreadsheets, pivot tables, Vlookups)
• Strong analysis and reporting
• Ability to interpret contracts
• Excellent customer service skills
• Project management abilities
• Strong communication skills including presentation, leadership and negotiation skills
• Independent judgment and creativity applied to resolving contract issues
• Ability to influence professionals with different objectives and / or focus

Organizational Relationship

Reports to : Manager, Wireless Client Services

Title(s) of direct reports (if applicable) : N / A

Working Conditions : This role falls into our hybrid work model working in the office on Monday through Thursday. On Fridays, teammates on the hybrid schedule will have the option to work from the office or home.

There is an expectation of collaboration with teammates and stakeholders for moments that matter that could require travel.