Client Services Specialist

To apply, send your resume and cover letter to

Job Description:

This customer facing position will be responsible for delivering a world-class customer service experience thru a variety of pre and post-sales activities including, but not limited to:

Service Delivery Responsibilities

  • Review orders with Sales, Engineering, and customers.
  • Order submission to Suppliers and proactively manage Suppliers through provisioning milestones i.e., order confirmation, LOA/CFA delivery, FOC notification, DLR, and service activation.
  • Drive internal and external organizations to exceed customer expectations for on-time service delivery.
  • Coordinate between Customers and Suppliers required information, including IP justifications, BGP, DNS, LOAs, etc.
  • Drive Customer expedites and Supplier escalations with consistent, proactive inquiries.
  • Provide full life-cycle support of Customer Installations insuring Customers have complete updated order status information on a proactive and consistent basis.
  • Generate internal and Customer facing reports.
  • Assist internal team members with Customer related inquiries and requests.

Sales Support Responsibilities

  • Provide proactive Customer contact always cognizant of the responsibility of professionally representing Mosaic NetworX as the “Face of Mosaic” to consistently exceed customer’s post-sale expectations.
  • Work with Customers to upgrade and/or renew existing services.
  • Provide active participation in New Product Development (NPD), such as Managed Services.
  • Collaborate with Sales team to maintain current service delivery strategies and educate customers on specialized data network solutions.
  • Become a valued and trusted advocate for every Customer.

Process Engineering Responsibilities

  • Work across functional areas to identify and effectively suggest modification to repetitive and/or redundant processes.
  • Work with functional leaders to refine existing processes or create new processes.
  • Document new process flows and train respective team members.

Desired Skills and Experience

  • Self-starter with ability to effectively work on multiple initiatives at the same time; excellent project management skills.
  • Experience working effectively cross-functionally with proven track record of driving results.
  • Ability to consistently demonstrate world-class customer service skills with a positive outlook that promotes Mosaic Networx mission and expertise.
  • Comprehensive understanding of telecom services and data circuits, i.e., IP assignments, Hosted PBX, SIP trunking, DIDs, etc.
  • Willingness to work flexible hours, including weekends and extended hours.

To apply, send your resume and cover letter to

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