Title: Account Specialist

Shift: F-M 7:00 AM - 6:00 PM or F-M 12:00 PM - 11:00 PM

Summary
The Account Specialist is a senior member of the Customer Service team, acting as a liaison between our clients and our network of vendors by managing all our clients’ repair and maintenance needs within our technology platform, One by SMS Assist and supporting more junior members of the team. The Account Specialist provides the highest standard of Customer Service. They work closely with internal stakeholders to address daily client challenges, and provide support to the Team Lead, assisting with reporting, escalations, project work, and leadership coverage when the Team Lead is not available.

Responsibilities

• Develop and maintain positive client relations, up to and including corporate contacts, as required to ensure superior client satisfaction
• Receive and handle customer calls and email requests for services
• Manage real-time inquires while keeping track of and responding to commitments
• Manage the full lifecycle of the client’s operational projects by: using analytical tools to understand the objective in context; assigning the appropriate resources for project completion; maintaining appropriate timelines; communicating regularly with clients and department leadership; maintaining accountability throughout the process
• Proactively develop and implement solutions to client requirements that fall outside of standard procedure and historical precedent
• Take ownership of complex issues escalated by the client independently. Act as final escalation point before determining whether any disputes or un-satisfied service confirmations need to be highlighted to Team Lead
• Evaluate, select, negotiate with and build relationships with affiliates. Maintain open communication with affiliates in a manner that adheres to all contracts and agreed upon Scope of Work throughout the duration of the relationship
• Provide information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person; will be considered a point person for the handoff between shifts and/or other offices
• May be required to run special reports for the Team Lead and/or Client, as well as provide analysis on performance trends
• Demonstrate professionalism in communication, relationship development, customer service, etc.
• Assist in training team members and provides constructive feedback as necessary
• Provide market intelligence feedback to maximize customer satisfaction and to ensure strategies and policies are in place to attract and retain customers
• Shift flexibility may be required
• Foster a positive team environment
• Ensure confidentiality and accuracy of internal and external data
• Perform ad-hoc projects and other duties as assigned

Professional Skills

An individual fully established in this role routinely demonstrates the following skills:

• Customer Service - ADVANCED
• Verbal Communication  - PROFICIENT
• Written Communication - ADVANCED
• Teamwork – PROFICIENT
• Relationships – PROFICIENT
• Organizational Awareness - PROFICIENT
• Learning Agility - PROFICIENT
• Problem Solving – PROFICIENT
• Process Orientation – PROFICIENT
• Prioritization - PROFICIENT

Role Specific Skills

• Computer Skills: proficiencies in: Microsoft Word, Excel, Outlook essential

People Management Skills

• Not applicable to this role

Qualifications

    Minimum Qualifications

• High school diploma required
• Previous experience (> 5 years) in customer service call center environment essential
• Preferred experience as a CSR IV or Coach

    Other Relevant Qualifications

• Undergraduate degree / internship preferred

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