About this role.
Uniti is seeking a Wholesale Customer Account Specialist to act as a liaison between customers and the Wholesale Business Unit, handling both pre-sales and post-sales support. The role involves onboarding and training customers, quote support, order confirmation, billing assistance, inventory management, and NOC escalations. The ideal candidate has at least 4 years of customer operations experience, strong communication and problem-solving skills, and the ability to work independently or in a team. This position supports Account Directors and directly engages with clients to ensure a seamless, best-in-class customer experience.
Role DNA
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Job Complexity
3/5Pace & Pressure
4/5Autonomy Level
3/5Communication Load
5/5Salary analysis
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Core skills
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Cover letter sample
Dear Hiring Manager, I am excited to apply for the Customer Account Specialist position at Uniti, bringing over four years of experience in customer operations and a strong focus on relationship building. My skills in pre-sales support, order management, and billing resolution make me well-suited to serve as a liaison between your customers and the Wholesale Business Unit. I am drawn to Uniti's dedication to operational excellence and customer-centric culture, and I am eager to contribute to a best-in-class customer experience. Thank you for your consideration; I look forward to the opportunity to discuss how my proactive communication and problem-solving abilities can support your team.
Sample interview questions
I would first acknowledge the customer's concern, then verify the order details and coordinate with the Service Delivery team to identify the root cause. I would communicate a clear timeline and provide regular updates until resolution, ensuring the customer feels supported. If needed, I would escalate to the NOC for priority handling, all while documenting the steps for future reference.
In my previous role, I guided customers through an online portal, creating step-by-step training materials and troubleshooting issues in real time. I would proactively follow up to ensure quotes were submitted correctly and worked with Account Directors to address any sales-related questions, which streamlined the pre-sales process.
I use a combination of time management and a priority matrix, assessing urgency and impact. For example, I would first address any NOC escalation or billing issue that affects a customer's service, then move to order tasks. I communicate with stakeholders to set expectations and leverage team collaboration when needed.
At my previous company, I noticed a customer frequently experienced recurring billing errors, impacting their trust. I personally tracked their account, resolved the errors, and then set up a preventive check-in process. This improved satisfaction, and they later expanded their contract, increasing revenue by 15%.
To me, it means always putting the customer's needs first and taking ownership of their experience. I embody it by actively listening, responding empathetically, and being proactive in identifying issues before they become problems. I ensure every interaction leaves the customer feeling valued and understood.
Uniti is a premier insurgent fiber provider dedicated to enabling mission-critical connectivity across the United States.With a steadfast commitment to customer service, operational excellence, and superior network capabilities, Uniti builds, operates and delivers critical fiber-based communications services to connect and empower people and businesses._________________________________________________________About the Role:The role of a Wholesale Customer Account Specialist (CAS) at Uniti is designed to serve as a critical liaison between customers and the Wholesale Business Unit. This position is instrumental in both pre-sales and post-sales functions, ensuring a seamless and positive experience for customers by supporting Account Directors and directly engaging with clients.Key Responsibilities:Pre-Sales Activities: • Onboarding and Training: Guide customers in using quoting/ordering systems, as well as managing trouble ticketing and maintenance subscriptions. • Quote Support: Aid sales teams and customers in submitting quotes through the Customer Portal. • Customer Meetings: Attend meetings with customers when necessary to support sales efforts.Post-Sales Activities: • Order Confirmation: Ensure orders are processed by the Service Delivery team and that customers are informed about the personnel handling their orders. • Billing Assistance: Help with billing inquiries and issues. • Inventory Assistance: Support inventory management and related queries. • Disconnect Assistance: Assist with the disconnection processes. • NOC Escalation Assistance: Aid in escalating issues to the Network Operations Center when necessary.Educational and Experience Requirements: • Educational Background: A college degree is preferred. • Experience: At least 4 years of professional experience, ideally within customer operations, or a combination of relevant education and experience.Required Skills: • Customer-Facing Skills: Exceptional ability to build and maintain customer relationships and demonstrate empathy. • Communication Skills: Strong verbal and written communication skills, along with the ability to work effectively in a team setting. • Problem-Solving Skills: Capability to analyze complex issues and communicate operational needs clearly. • Organizational Skills: Excellent organizational abilities, including time management, multitasking, and prioritization. • Motivation and Independence: Highly motivated, self-starting individual who can work independently or collaboratively. • Travel: Willingness to travel up to 10% as required.This role is pivotal in fostering customer-centric relationships that drive revenue growth and profitability, reflecting a commitment to delivering a best-in-class customer experience._________________________________________________________Our Benefits: • Medical, Dental, Vision Insurance Plans • 401K Plan • Health & Flexible Savings Account • Life and AD&D, Spousal Life, Child Life Insurance Plans • Educational Assistance PlanUniti is an equal opportunity employer. At Uniti, we celebrate the authenticity and uniqueness of our people and their ideas. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, genetic information, protected veteran status, current military status, disability, sexual orientation, marital status, creed, citizenship status, or any other status protected by law, and to give full consideration to qualified disabled individuals and protected veterans.Actual base pay for this job will depend on the candidate’s primary work location and other factors, such as relevant skills and experience.Notice to Non-U.S. Citizens:Uniti, as a holder of licenses granted by the Federal Communications Commission, is required to notify and to obtain approval from federal regulatory agencies prior to granting certain system/network access to any non-U.S. citizen personnel. Offers of employment extended to non-U.S. citizens are contingent upon receiving the requisite approval from agencies overseeing compliance. Non-U.S. citizens are required to provide Uniti with the personal identifying information required to obtain the necessary approval prior to accessing certain systems and/or Uniti’s network. If you are not a U.S. citizen, please notify your recruiter or contact HR Legal as soon as possible for information on Uniti’s foreign personnel disclosure and approval requirements.Notice to Applicants: Depending on the position and its job functions, offers of employment may be contingent upon successful completion of certain pre-employment screenings, including but not limited to drug-screen, motor vehicle records check, or other pre-employment screening. All such screenings will be conducted by an external third-party with the Candidate’s written consent and in accordance with federal and state law. Refusal to authorize or submit to a required pre-employment screening may disqualify the candidate from employment. Any misrepresentation during the application or interview process may result in denial of employment, withdrawal of offer, or termination.
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