The Customer Account Specialist manages small business accounts, ensuring customer satisfaction, timely inquiry resolution, and effective communication while collaborating with sales and operations.
EXCLUSIVELY OPEN TO INTERNAL APPLICANTS
The Customer Account Specialist (with background in Customer Care & Sales) liaises with First Advantage's Small Business accounts and various internal departments such as Sales, Operations, Service, Product, and Billing. This individual establishes and maintains effective customer relationships and gains trust and respect. They will ensure that the client relationship and customer satisfaction remain a competitive advantage for First Advantage.
The CAS helps transition customers from the sales and implementation process into the support phase. CAS is responsible for fostering relationships with any of the customers supported by the team. Individual clients are not assigned to specific CRS, as any team member can assist any customer. CAS fosters relationships with customers and provides them with timely value propositions. This propels customers to grow and achieve goals while simultaneously strengthening their relationship with the business.
RESPONSIBILITIES:
The Customer Account Specialist (with background in Customer Care & Sales) liaises with First Advantage's Small Business accounts and various internal departments such as Sales, Operations, Service, Product, and Billing. This individual establishes and maintains effective customer relationships and gains trust and respect. They will ensure that the client relationship and customer satisfaction remain a competitive advantage for First Advantage.
The CAS helps transition customers from the sales and implementation process into the support phase. CAS is responsible for fostering relationships with any of the customers supported by the team. Individual clients are not assigned to specific CRS, as any team member can assist any customer. CAS fosters relationships with customers and provides them with timely value propositions. This propels customers to grow and achieve goals while simultaneously strengthening their relationship with the business.
RESPONSIBILITIES:
- Timely Case Management & Inquiry Resolution - Complete all case management-related inquiries assigned within the Salesforce platform while adhering to established service levels. Ensure that all customer interactions are handled efficiently and effectively.
- Salesforce Account Monitoring & Maintenance - Monitor, enter, update, and close Salesforce Accounts, Files, and/or Case records. Maintain accurate and up-to-date information to support seamless case management.
- Proactive Customer Communication - Provide timely follow-up to customers, keeping them informed about the progress of their requests. Ensure that all communications are clear, professional, and empathetic.
- Report Delivery & SLA Compliance - Ensure that reports and information requests are delivered on time, meeting service level agreements (SLAs). Keep relevant case information updated within Salesforce to facilitate accurate reporting.
- Collaboration with Sales Team - Identify and collaborate with the sales team on leads to contribute to the organization’s overall revenue generation and growth. Foster strong relationships to enhance sales opportunities.
- Account Retention Management - Maintain account retention targets by developing and nurturing relationships with key decision-makers. Ensure customer satisfaction and loyalty through effective engagement strategies.
- Customer Feedback & Product Improvement - Obtain first-hand customer information and make recommendations for improvements to products and services. Actively seek feedback to drive enhancements.
- Relationship Development - Identify and develop multi-level relationships with key decision-makers to ensure retention and relationship stability. Leverage these relationships to support business objectives.
- Product Expansion Proposals - Propose additional products and services to expand the organization’s footprint within existing accounts. Identify opportunities for upselling and cross-selling.
- Leadership Collaboration on Product Enhancements - Identify and partner with the leadership team on any product gaps and/or enhancements. Collaborate to ensure that customer needs are met effectively.
- Additional Duties as Assigned - Perform other duties as assigned by management, demonstrating flexibility and a willingness to support team objectives.
- Minimum of 2 years of call center or related experience preferred.
- Familiarity with productivity software, CRM systems and other call center technologies preferred. Salesforce CRM experience is a plus.
- Proven experience in case management or customer service roles.
- Proficiency in Salesforce or similar CRM platforms.
- Strong communication and interpersonal skills.
- Ability to manage multiple tasks and prioritize effectively.
- Excellent problem-solving skills and attention to detail.
- Experience in sales support or account management is a plus.
- Ability to build and maintain relationships with key stakeholders.
- Strong analytical skills to assess customer needs and recommend solutions.
- Ability to work collaboratively within a team environment.
- Flexibility to adapt to changing priorities and business needs.
- Proficiency in creating and delivering PowerPoint presentations to effectively communicate ideas and information to various audiences.
- High proficiency in standard MS Office applications (Outlook, Word, Excel & PowerPoint).
- For remote or hybrid positions, you must have a dedicated workspace that is free from distractions and ensures privacy.
- Working at home requires internet speeds that can support the Company systems; a minimum download speed of 120mps and 10mbp upload is required. Computers must be hard wired to a router (We provide equipment).
- All remote employees must be on camera for all training sessions, including new hire orientation and meetings with leaders and clients.
- This role routinely uses standard office equipment such as a computer, keyboard, and phone.
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