Customer Accounts Specialist

Gordon Flesch•Madison, WI

65d

About The Position

Offering an opportunity to be part of a high performance team enjoy exceptional benefits and a supportive work life balance the Gordon Flesch Company is an employer of choice throughout WI IL IN IA and OH The Gordon Flesch Company strives to recognize and appreciate our associates commitment creativity and the results they deliver every day for our customers and the community Salary for this position is based on level of experience In this role you will Provide exceptional customer service to all Gordon Flesch Company customers both internal and externalServe as the internal Customer Relationship Management CRM Software Administrator supporting a variety of needs including account executive assignments SRA territory updates reporting and troubleshooting issues through to resolutionEffectively communicate with and support Account Executives to ensure data is accurately maintained in company CRM softwareCreate and maintain customer portal accountsTrain customers and internal users on portal functionality and troubleshoot issues through to resolutionServe as a main contact for the external Customer Help Line regarding portal assistanceCreate and maintain customer records Research customer information and verify accurate account set upsEnsure customer hierarchy is correct identifying legal entities and account relationships and updating the ERP and CRM as necessaryProblem solve issues reported determining any account or hierarchy corrections and escalating to appropriate teams Communicate status of the issue resolutionFunction as a gatekeeper for customer account adjustments and discrepancies processing account and equipment updates and decisioning which other departments to inform of the changesCreate equipment records for service adoptions and process equipment location changes Create software maintenance renewal leads in the CRM Software

Requirements

High School Diploma or GED
Prior experience working with CRM software is preferred
Excellent verbal and written communication skills
Excellent organizational skills with strong attention to detail
Ability to handle multiple tasks both effectively and efficiently
Provide excellent customer service
Excellent problem solving skills
Ability to work well under pressure
Excellent data entry skills
Basic to intermediate knowledge of Microsoft Office applications including Word Excel and Outlook

Responsibilities

Provide exceptional customer service to all Gordon Flesch Company customers both internal and external
Serve as the internal Customer Relationship Management CRM Software Administrator supporting a variety of needs including account executive assignments SRA territory updates reporting and troubleshooting issues through to resolution
Effectively communicate with and support Account Executives to ensure data is accurately maintained in company CRM software
Create and maintain customer portal accounts
Train customers and internal users on portal functionality and troubleshoot issues through to resolution
Serve as a main contact for the external Customer Help Line regarding portal assistance
Create and maintain customer records
Research customer information and verify accurate account set ups
Ensure customer hierarchy is correct identifying legal entities and account relationships and updating the ERP and CRM as necessary
Problem solve issues reported determining any account or hierarchy corrections and escalating to appropriate teams
Communicate status of the issue resolution
Function as a gatekeeper for customer account adjustments and discrepancies processing account and equipment updates and decisioning which other departments to inform of the changes
Create equipment records for service adoptions and process equipment location changes
Create software maintenance renewal leads in the CRM Software