One Source Communications, LLC Hiring for Solutions Specialist at Greenville, North Carolina Full Time

A Solution Specialist is RACI Accountable for the execution of Internal Company Orders (ICO’s) lifecycle for One Source Communications’ (OSC’s) customers. Solution Specialists are members of pods, working closely with Customer Success Managers (CSMs) to deliver OSC’s industry leading customer experience.  Solution Specialists will work closely with their pods, internal OSC teams and customers directly to ensure the tactical components of the customer engagement are on track. 

• Manage Internal Customer Order (ICO) workflow for day-to-day engagement of customers 

• Assist CSMs with regular General Check-ins with customers

• Assist CSMs and Customer Onboarding with the transition of customers from On-Boarding to Steady State

• Facilitate prompt resolution for issues and concerns by gathering information, assessing needs, and involving other departments as necessary. Use every opportunity to strengthen relationships with clients. Demonstrate a commitment to an extraordinary level of customer service and creating outstanding customer service experiences. Communicate with clients about general issues and/or changes related to their account with One Source or their service providers. 

• Demonstrate a clear understanding and use discernment on internal escalation process, including notification to both management and other relevant OSC associates regarding critical client issues. 

• Maintain an understanding of each client’s current business needs. Develop and solidify relationships with each contact through ‘personal’ touches based on One Source activity. 

• Work with CSMs to deliver regular reporting detailing clients’ engagement and utilization of OSC products and services. 

• Develop and maintain up-to-date knowledge of OSC products and services.  Continue to learn how to apply information to clients’ infrastructure. 

• Assist with major projects as assigned utilizing proper RACI engagement with other OSC teams. Projects may include but is not limited to developing presentations for Enterprise clients. 

• Maintain understanding of specific roles and responsibilities of each One Source department and be able to explain to clients. Escalate client concerns to department management as necessary. Provide regular updates on high risk clients. 

• Manage work time responsibly and efficiently 

• Data and system use must comply with One Source information security policies and standards.

• Unauthorized access to data and/or systems is prohibited.

Required Skills/Abilities:  

• Excellent written and verbal communications skills 

• Excellent time management skills and the ability for rapid context switching 

• Escalation and conflict management skills 

• Ability to be highly collaborative with internal and external teams 

• Independent, critical thinker / problem resolution skills 

• High accountability to team outcomes 

Preferred Skills/Abilities: 

• FileMaker Pro Experience 

• Microsoft Office / O365 experience 

Education and Experience: 

• Bachelor’s degree (B. A.) in a related field or equivalent combination of education and experience 

ID: 2021-1355

External Company Name: One Source Communications LLC

External Company URL: https://www.onesource.net/

Street: 1655 E Arlington Blvd