Customer Support Specialist (Administrative)

Position Title: Customer Support Specialist (S4)

 

Company Summary

For more than three decades, Crown Castle has led the way in shared communications infrastructure, delivering profitable solutions by connecting communities, businesses, and people, and enabling each to thrive with reliable access to voice and data in more places, faster than ever before. When you join Crown Castle, you become part of a dynamic team of passionate and collaborative professionals engaging in complex challenges and contributing to projects that shape the future of life and work.

ABOUT THE ROLE
The Customer Support Specailist is responsible for developing qualified leads for the Tower commercial organization and delivering exceptional support and engagement with our customers. In addition to driving lead generation, the Customer Support Specialist serves as the primary account manager for small business customers, acting as their trusted advisor, educator, and operational partner. The Customer Support Specialist provides prompt, empathetic, and strategic support across multiple channels (email, phone, and Teams meetings). Your goal is to ensure that every existing and potential customer interaction is positive, productive, and aligned with our company priorities. Experience in the IT / Telecommunications sector or related fields is a plus, and the candidate should be familiar with a variety of lead generation approaches.

WHAT YOU WILL DO

• Manage small business accounts, from initial qualification to application submission
• Develop strong relationships with customer decision makers and influencers
• Provide exceptional customer support, with professionalism and care
• Troubleshoot and resolve customer issues, escalating when necessary
• Qualifying leads based on established criteria to ensure they are a good fit for the company
• Nurturing leads through communication and follow-up to move them through the sales funnel.
• Forge strong relationships with internal cross-functional colleagues
• Maintain data accuracy in CRM system
• Other duties and responsibilities as needed

 

WHAT YOU WILL NEED TO SUCCEED

Education Qualifications

• H.S. Diploma or General Education Degree (GED) Required
• Bachelor's Degree in Arts/Sciences (BA/BS) Preferred

Experience Qualifications

• 2-5+ years' experience selling telecommunications or related services 
• Proficiency in Microsoft Office Suite
• Proficiency leveraging and maintaining a CRM program

 

Expectations

• Strong cold prospecting, customer service, and strategic questioning capabilities
• Requires a professional demeanor with strong communication skills – verbal and written
• Strong understanding of opportunities for revenue generation as it relates to the Towers business

 

Organizational Relationship

Reports to: Director, Commercial Operations

 

Where You Will Work

Hybrid: This role falls into our hybrid work model, which is 2-days work from home (Monday and Friday) and 3-days in the office (Tuesday through Thursday) to optimize collaboration, relationship building and key stakeholder engagement and may require some travel as needed.

COMPANY BENEFITS
At Crown Castle, we do our best to ensure you have access to the resources you need to live a healthy and happy life no matter where you are in life. Our benefits are built around your individual needs, covering physical, mental, and financial health and designed to enhance your quality of life.

We are proud to offer a full suite of health and wealth benefits for you and your loved ones. Below are a few of the key highlights of the many benefits we provide.

• Comprehensive healthcare plans with highly company subsidized premiums and up to $2,000 annual company contribution to your Health Savings Account (HSA base plan for employee and dependents).
• Market-leading 401(k) plan, which includes up to 10% company contributions through our 5% match and 5% profit sharing program (based on employee contributions).
• New-child leave up to 8 weeks of 100% paid leave upon birth or legal adoption of a new child. Birth mothers are eligible for up to 8 weeks of additional 100% paid medical leave.
• Tuition reimbursement up to $5,250 per year of eligible tuition and fees.
• Crown Castle scholarship program awarding up to $10,000 per recipient each year for eligible dependent children of employees and interns.
• Matching charitable contributions to qualified charitable organizations of up to $1,000 per year per teammate.
• Generous paid time-off for eligible full-time employees (minimum 18 days per year based on years of service).
• 10 company holidays plus 2 floating holiday.
• All offices provide free beverages and snacks.

Additional Information

If you are interested in joining our team, please visit the Crown Castle careers site to apply. We do not accept resumes from agencies, headhunters, or other third-party suppliers who have not signed a formal agreement with us. This position will remain posted until filled.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor. Operations