ACCOUNT RELATIONS SUPPORT

Description

Note: This position involves safety-sensitive job duties under Bixby Telephone Company's Alcohol & Drug-Free Workplace Policy.

POSITION SUMMARY:

The Account Relations Support position is an entry-level business customer support role responsible for providing day-to-day support to BTC Broadband's business customers and Account Relations team.

This position serves as a key point of contact for business customers and helps coordinate customer requests, service installations, scheduling, account communication, and other routine business customer needs. The role requires strong organization, attention to detail, professionalism, and the ability to manage multiple requests while communicating effectively with both customers and internal teams.

The ideal candidate is customer-focused, dependable, organized, and comfortable working in a fast-paced environment where timely communication and follow-through are essential.

Requirements

ESSENTIAL FUNCTIONS:

A. Serve as a primary point of contact for incoming calls and requests received through the Business Support queue.

B. Answer incoming business customer calls in a professional, courteous, and timely manner.

C. Determine the nature of customer requests and appropriately resolve, document, or route them to the Account Relations, Sales, Customer Service, Technical Support, Billing, Order Entry, or other appropriate department.

D. Coordinate business customer installation appointments, including scheduling, confirming appointments, communicating appointment information, and assisting with rescheduling when necessary.

E. Monitor installation schedules and follow up on customer confirmations, scheduling changes, delays, or other issues that may affect an installation.

F. Communicate with customers and internal teams regarding installation schedules, customer availability, and other installation-related needs.

G. Assist with communication and follow-up regarding delinquent business accounts, including contacting customers regarding past-due balances and documenting customer responses and payment commitments.

H. Escalate billing disputes, payment issues, service concerns, or other matters requiring additional assistance to the appropriate Account Relations Manager, Billing, or management.

I. Provide administrative and customer support to Account Relations Managers, including customer follow-up, account research, service order tracking, scheduling, and other routine account activities.

J. Accurately document customer interactions, requests, scheduling information, and follow-up activities in company systems.

K. Utilize company systems, including HubSpot, NISC, service order systems, scheduling tools, and other applicable systems.

L. Identify customer requests or potential sales opportunities that should be referred to an Account Relations Manager or Account Executive.

M. Work effectively with Account Relations, Sales, Billing, Technical, Customer Service, Order Entry, and other internal departments to support business customers.

N. Perform other related duties as assigned by management.

EDUCATION, EXPERIENCE, AND SKILLS:

A. High school diploma or equivalent required. College education or previous customer service, administrative, telecommunications, or business experience is a plus.

B. Previous customer service or business support experience preferred but not required.

C. Strong verbal and written communication skills with the ability to communicate professionally with business customers and coworkers.

D. Strong organizational skills and attention to detail with the ability to manage multiple customer requests and priorities.

E. Ability to remain calm, professional, and courteous when working with frustrated or delinquent customers.

F. Strong follow-through and ability to take ownership of assigned customer requests through resolution or appropriate handoff.

G. Ability to learn and utilize CRM, billing, service order, scheduling, and other business systems.

H. Basic computer skills, including the ability to use email, Microsoft Office, CRM systems, and other business applications.

I. Ability to work independently while also functioning effectively as part of a team.

J. Dependable, punctual, organized, and customer-focused.

K. Must possess a valid Oklahoma Driver's License and the ability to operate a motor vehicle appropriate for the job position when travel is required.

PHYSICAL REQUIREMENTS:

• Seeing - Must be able to see well enough to read reports and use computer: 75-100%
• Hearing - Must be able to hear well enough to communicate with employees and business contacts: 75-100%
• Standing/Walking - Must be able to move about the work site: 50-74%
• Climbing/Stooping/Kneeling: 25-49%
• Lifting/Pulling/Pushing: 0-24%
• Keyboarding - Must be able to write, type, and use phone system: 75-100%

WORKING CONDITIONS:

This position primarily operates in a professional office environment and routinely uses standard office equipment, including computers, telephone systems, CRM systems, billing systems, scheduling systems, and other business technology.

Occasional travel to customer locations may be required to support customer needs or other business requirements.