Customer Care Implementation Specialist (I)

Job Summary: 

The Customer Care Implementation Specialist (I) is an entry-to-mid-level role serving as the frontline point of contact for OneCloud's small business clients. This position blends client onboarding and implementation with ongoing account support, proactive outreach, and basic sales activities. The ideal candidate is organized, self-motivated, and passionate about delivering exceptional customer experiences in a fast-paced UCaaS and telecom environment.

Duties/Responsibilities: 

Onboarding & Implementation

• Coordinate all phases of client implementation — planning, scheduling, resource allocation, and equipment delivery.
• Deliver customized product training to ensure effective client adoption and smooth onboarding experience.
• Monitor project milestones, provide status updates, and maintain accurate project documentation.

Customer Care & Support

• Serve as the first point of contact for inbound client calls; resolve inquiries or route to the appropriate team.
• Answer general billing questions and guide clients through online billing portals.
• Document all interactions in the CRM and meet performance metrics for satisfaction and first-call resolution.

Account Management & Sales Support

• Manage an assigned portfolio of small business accounts with proactive outreach and day-to-day support.
• Monitor account health indicators and flag churn risks to leadership.
• Identify upsell and cross-sell opportunities; prepare accurate quotes and process approved sales orders.

Qualifications

• Excellent verbal, written, and interpersonal communication skills.
• Strong organizational skills with the ability to manage multiple priorities and deadlines.
• Proficient in Microsoft Office Suite (Word, Excel, Outlook, SharePoint) and CRM platforms (Salesforce, HubSpot, or equivalent).
• Experience in customer service, account management, or a client-facing telecom, SaaS, or call center role.
• Basic understanding of UCaaS and general telecom terminology a plus.
• Fluent in English, written and spoken.

Education

• Bachelor's degree in a related field; or two (2) years of progressive experience in lieu of each year of education.

Physical Requirements

• Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.
• Willing and able to travel to client locations; must be 21+ with a valid driver's license and good driving record.

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