Ongoing Care Representative

ScentAir Technologies LLC • Charlotte, NC

3d • Hybrid

About The Position

The Ongoing Care Representative delivers accurate, timely, and effective communication and service across customer relationships and transactions. The role supports internal and external customers by managing existing customer interfaces, requests, and relationships, and by helping the customer care team onboard clients, maintain contract accuracy, and address past-due accounts through proactive communication and account management.

The position monitors accounts from creation through their full lifecycle, handles customer and operational requests, and escalates issues as needed. It also supports other ScentAir departments throughout the customer lifecycle, particularly during the initial relationship between ScentAir and the customer. Success in the role contributes to greater customer satisfaction and improved communication.

Requirements

• Associate’s degree or at least 2 years of experience in a related field.
• Previous experience managing account relationships.
• Strong Microsoft Office skills, including Excel, and general computer skills.
• Project and time management skills.
• Interpersonal skills, including the ability to relate to people at all levels, build rapport, and use diplomacy and tact.
• Excellent analytical and problem-solving skills.
• Detail-oriented, with strong time management and multitasking ability.
• Self-sufficient, reliable, organized, and an excellent communicator.

Nice To Haves

• Knowledge of Salesforce.

Responsibilities

• Communicate with customers throughout their lifecycle using CRM activities, customer touchpoints, phone, email, and other communication channels.
• Work with staff to facilitate account creation, validate and track shipments, and perform general operational and administrative functions.
• Handle customer requests and research, and prepare management reports and spreadsheets in coordination with cross-functional associates.
• Perform accounts receivable activities, including payment processing, collections for past-due accounts, and handling sales tax, account consolidation, invoice, and statement inquiries.
• Maintain existing customer accounts, including scent changes, account maintenance, RMAs, credit memos, contracts, accounts receivable, and customer-shipment operations.
• Prepare, distribute, and track forms and related documentation for accounts and other business needs.
• Monitor accounts throughout their lifecycle, manage issues, and escalate as necessary.
• Participate in team meetings to review activities and transactions, report issues, and follow general procedures and practices.
• Support other ScentAir departments and roles throughout the customer lifecycle.
• Assist the customer care team with client onboarding, contract accuracy, and proactive communication and management of past-due accounts.

Benefits

• Competitive pay.
• Medical, dental, vision, and life insurance.
• Company-matched 401(k).
• Hybrid work environment in a clean, modern office space.
• Employee-driven community outreach program.

What This Job Offers

• Job Type: Full-time
• Education Level: Associate degree