We are seeking a detail-oriented and customer-focused Customer Service Agent to join our Operations team.

Role and Responsibilities:          

This role serves as a key point of contact for our customers, delivering high-quality support across wireline products and services. The ideal candidate will be proactive, solutions-driven, and committed to providing an exceptional client experience through both phone and email interactions.

• Serve as the primary point of contact for customer inquiries via phone and email
• Provide support for orders, service requests, and general account inquiries
• Troubleshoot service-related issues and submit repair tickets as needed
• Take ownership of customer concerns, driving resolution and escalating when appropriate
• Deliver accurate product and service information, including features, terms, and capabilities
• Process customer orders, forms, and service requests with accuracy and efficiency
• Route inquiries to appropriate internal teams when necessary
• Document all customer interactions in accordance with standard operating procedures
• Identify trends in customer issues and communicate insights to management
• Conduct follow-ups to ensure timely and satisfactory resolution
• Participate in cross-functional projects aimed at improving processes and service delivery
• Support additional operational tasks and responsibilities as assigned

Desired Skills and Experience:                                                 

• Full time / In office - Salt Lake City, Utah
• Bachelor’s degree preferred
• Minimum of 3 years of experience in customer service or account management
• Experience within the telecommunications industry is a plus
• Strong problem-solving and communication skills (written and verbal)
• Ability to manage multiple priorities in a fast-paced environment
• Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint, Project)

*The salary range reflected is a good faith estimate of base pay for the primary location of the position. Our compensation reflects the cost of labor across several U.S. geographic markets, and we pay differently based on those defined markets. The U.S. pay for this position is up to $20 / hour. Pay varies by work location and may also depend on job -related knowledge, skills, experience and abilities of the successful candidate. Your recruiter can share more about the specific salary range for the job location during the hiring process.

Keywords: #SaltLakeCity, Salt Lake City, #CustomerSupport, #CustomerService, CustomerService, Customer Service, #ClientExperience, #CustomerService, #Wireline, Wireline, #Wireless, Wireless, #Technical Support, #Bachelors, Bachelors, Client Experience, Customer Service, Technical Support, Account Management, Support Technician, Customer Support Account Specialist, #Customer Support Account Specialist, Account Manager, Inbound, #Telecom, Telecom, #Telecommunications, Telecommunications, Verizon, ATT, #Verizon, #ATT, T-Mobile, #TMobile, Indeed, LinkedIn, #Indeed, #LinkedIn, Telecommunication Jobs, #TelecommunicationJobs, Google, SimplyHired

Founded in 2003, Avetta is the industry-leading provider for supplier and contractor compliance management services – with the largest supplier network of its kind! Supported by the newest, most configurable platform on the market, Avetta delivers real-time compliance data across critical risk domains such as Health, Safety, Environment, Sustainability, Insurance, Financial and Cyber threats. Our powerful portfolio of contractor and supplier management features allows customers to collect relevant data and documentation from their third-party partners at the supplier, contractor, subcontractor, project, and worker-level, ensuring risks are identified and properly mitigated throughout all stages of the supplier lifecycle. Join Avetta and support our initiative of creating safer, more sustainable supply chains! 

SUMMARY

The Supplier Relationship Manager will own a strategic book of high-value suppliers and guide them through the full lifecycle - onboarding, adoption, engagement, renewal, and reactivation. This role blends account management, retention strategy, and consultative upsell into one high-impact motion. The SRM serves as the single point of accountability for supplier retention outcomes while influencing process improvement across multiple departments. This is a hybrid role, working three days a week in our beautiful Lehi office.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Manage a defined portfolio of suppliers with full lifecycle accountability (onboarding through renewal and reactivation)
• Deliver proactive, data-driven outreach based on health score signals, risk triggers, and lifecycle milestones
• Forecast renewals accurately using best/worst/likely modeling and document risks, saves, and objections
• Lead renewal and objection-handling conversations with empathy, confidence, and commercial acumen
• Support cross-sell and upsell opportunities by aligning supplier needs with product value
• Own escalation recovery and coordinate with Support, Billing, and Onboarding to remove friction
• Interpret usage data and campaign performance to optimize engagement and retention outcomes
• Partner with product, billing, and operations teams to influence internal processes and improve the supplier experience

IDEAL EXPERIENCE, EDUCATION & TRAINING:

• 3–6 years of experience in customer success, account management, renewals, or supplier relationship roles (B2B SaaS or compliance-driven environments strongly preferred)
• Proven track record managing a book of business with measurable retention or revenue impact
• Strong communication, objection handling, and commercial negotiation skills
• Proficiency in Salesforce and lifecycle platforms (e.g., ChurnZero, Gainsight, HubSpot); able to forecast and track performance with precision
• Bachelor’s degree in business, communications, or related field or equivalent combination of education and experience