Account Specialist (Weekends) at SMS Assist

| Chicago
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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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Read Full Job Description

Location

875 North Michigan Avenue , Chicago, IL 60611
How SMS Assist is Building Tech to 'Fix the Business of Fixing Things'
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What are SMS Assist Perks + Benefits

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Onsite Gym
Team workouts
Acme Co.'s team fitness initiatives include In-office yoga, In-office fitness classes, Sponsored race teams.
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Family Medical Leave
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Happy Hours
Happy hours are hosted At team's discretion.
Professional Development Benefits
Job Training & Conferences
Lunch and learns
Promote from within

Additional Perks + Benefits

Competitive Salary. Flexible Spending Plans. Prescription Drug Program. Free Fitness Center membership.

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