The Account Management Specialist provides administrative and customer support to the Account Management team. The incumbent is also responsible for resident service triage and independently supporting the White Glove Customer promise function for a small portfolio of retail only communities.

RESPONSIBILITIES:

Manage a small portfolio of properties / accounts to ensure compliance with White Glove Customer promise and compliance with SLAs. Provides the highest level of customer service in support of the portfolio(s) managed and in support of escalations within the team. Interacts and builds relationships with individual customers, Retail Leasing Agents, Property Management teams, and Boards of Directors. Utilizes independent discretion for process improvement, customer escalation issues, creating and coordinating on-site events, as well as ensuring that the company is meeting contractual commitments and service level agreements for their designated property. Maintains strict attention to detail and passion for organizational skills and strategy. Ensures all community retail codes match agreement, are accurate, and current. Oversees the services provided in the community common areas and work with the Commercial Sales team to address service issues or process additional services. Prepares and attends all meetings as required with Property Management and/or Board of Directors. Reviews requests for updates for the community channel and Hotwire Announcement section. Consistent exercise of independent judgment and discretion in matters of significance. Improves quality results by studying, evaluating, and re-designing processes and implementing necessary changes. Contributes to team effort by supporting the team with triage and administration support duties. Other duties as required or assigned.

QUALIFICATIONS:

Exceptional customer service skills and proven experience Bachelor’s degree in business, or related work experience a plus Property management or telecommunications experience a plus Must be able to provide own transportation to various locations in organizational service area

BENEFITS:

Hotwire Communications has paved the way in fiber optic telecommunications for over two decades, offering our partners high-speed internet, cable, phone, and security service. As we expand nationwide, we are looking for innovators who are passionate about technology and serving their community. And since our employees care about their work, we make sure we take care of them with:

Comprehensive Healthcare/Dental/Vision Plans 401K Retirement Plan with Company Match Paid Vacation, Sick Time, and Additional Holidays Paid Volunteer Time Paid Parental Leave Hotwire Service Discounts Employee Referral Bonuses Exclusive Entertainment Discounts/Perks

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