Careers

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 are an organization that value’s each employee’s contributions and encourages 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 Residential Property Liaison to join our team.

Job Title:            Residential Property Liaison
Reports to:        Sr. Manager, Customer Experience
Status:                Non-Exempt

Position Summary:
The Residential Property Liaison will be part of our Customer Experience Team. Primary duties include providing best in class customer service to Homeowner’s and Condominium Board of Directors and Community Management staff, with the purpose of strengthening and reinforcing Summit Broadband’s relationship and partnership with our residential communities. 
Demonstrate consistent proficiency in Residential Community account administration skills, including maintaining positive company relationships with assigned property administrators, resolving escalated complaints, and responding to inquiries with utmost courtesy and professionalism. Actively support the Summit Broadband residents, as well as the property leadership by providing post-install customer service support from order processing through statement production and customer education. Conduct each customer interaction with the objective of retaining customer's business and increasing revenue.  

Job Description:

• Serve as property liaison to Residential Community 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.
• Support all Community escalations including installations and trouble tickets 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.
• Adhere to all Company Policies.
• Must be flexible to changes in the business.
• Required to maintain availability on demand outside of standard schedule as needed to promote customer retention. Responds to the needs of a 24/7/365 operation.
• Remain in service during outages until resolved.
• Must be able to work emergency schedules during natural disasters and network outages.
• Must be able to work after hours and weekends when on-call. 
• Remain in a state of readiness to handle issues when on call.  Readiness includes being in a state of mind to perform service and having company provided communications equipment ready to receive calls.
• Additional duties as assigned.

• Minimum five years of previous work experience in the telecommunications or related field.
• Knowledge of the telephone, internet, and cable industry and how it operates preferred.
• Strong written and communication skills. Typing and grammar proficiency. Ability to communicate clearly and properly in English.
• 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.
• Must have a valid driver’s license and clean driving record.
• Must always keep current auto insurance with 250,000/500,000 coverage throughout employment and provide proof of such insurance to Human Resources annually.
• Must be able to pass criminal background and drug testing.
• Must be able to speak, read and understand English. Bi-lingual ideal.
• High school diploma or equivalent
• Bachelor’s degree preferred.

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 an Equal Opportunity Employer. The Company participates in the E-Verify program.