Senior Account Specialist - SunSetter

Springs Window Fashions • Montgomery, PA

3d

About The Position

The Dealer Customer Care team plays a foundational role in our company and our dealer’s success. The Dealer Customer Care team is a dynamic group of service professionals with a history of going the extra mile to support our dealers while building meaningful long-term relationships. The Customer Care team will ensure a high level of service, while tackling some of our dealer’s most challenging situations. Supported by a dedicated Concierge Services and Field Sales team as well as the industry’s best Customer Service, this position represents an exciting opportunity to take this business to the next level. The mission is to support the Best Experience philosophy by building and maintaining positive business relationships with our independent dealers. This encompasses, but is not limited to, customer support, training, mentoring, and high-level presentations to customers.

Requirements

• High School Diploma
• Customer Service experience preferred
• Technical aptitude with Web conferencing, PowerPoint and Excel
• Ability to communicate effectively in person, over the phone, and in writing
• Proficient in Microsoft Office

Responsibilities

• Provides all aspects of customer service to specific key accounts, including problem resolution, follow-through, shipment expediting, public relation calls, and training (customer service reps and influencers).
• Provides ongoing account-specific training on policies/programs to ensure continued knowledge for customer service reps.
• Daily communication, both verbal and written, to internal/external customers (senior level management, Buyers/Merchants, customers, Directors, Account Managers, etc.). Communication can include rollout issues/concerns.
• Works cross-functionally to support and communicate account-specific needs regarding the NPS process.
• Gains feedback from account managers to recommend program/policy changes to Account Managers and/or Dealer Experience team.
• Defines and/or interprets customer program/policy to the satisfaction of both the customer and the Company to assist the CSR with problem resolution.
• Anticipates and responds to customers’ needs by proactively identifying potential problems/concerns and working with cross-functional departments to resolve.
• Communicates to management problems affecting the quality of service provided to assigned accounts.
• Analyzes feedback and recommends possible solutions.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: High school or GED