Sr Key Account Customer Service Associate

Resideo • Louisville-Jefferson, KY

12h

About The Position

Provides customer service support for assigned key accounts by resolving routine to moderately complex inquiries, processing requests, and coordinating follow-up within established guidelines and procedures. The role owns assigned customer cases from initial contact through resolution, using knowledge of service processes, order handling, and account requirements to deliver accurate and timely support. The associate works independently with limited oversight, collaborates with internal teams, and escalates issues outside established authority. The role may also suggest small process improvements to improve team service quality, accuracy, and responsiveness.

Requirements

• 2–4 years of customer service, customer support, or account support experience.
• Experience handling customer inquiries and resolving issues within defined procedures and service standards.
• Experience using business systems to document cases, track requests, and maintain accurate records.
• Ability to work independently on assigned work while knowing when to escalate issues outside scope.
• Strong communication skills for working with customers and internal teams.

Nice To Haves

• Experience supporting key accounts, high-volume customer requests, or customer service in a structured environment.
• Experience coordinating with multiple internal functions to resolve customer issues.
• Experience identifying small process improvements to support service quality or efficiency.
• Experience mentoring or assisting team members with routine questions or process steps.

Responsibilities

• Respond to assigned key-account inquiries about orders, status updates, product information, returns, and service requests within established procedures.
• Research and resolve moderately complex account issues by gathering information from internal systems and coordinating with appropriate internal teams.
• Process customer requests accurately and follow required steps for documentation, escalation, and case closure.
• Own assigned customer cases end to end, providing timely updates and ensuring follow-through until resolution or escalation.
• Maintain accurate records of customer interactions, order details, and issue resolution in company systems.
• Identify recurring service issues and suggest small process improvements to support efficiency and customer satisfaction.
• Support new or less experienced team members by sharing process knowledge and answering routine questions as needed.
• Escalate unresolved, sensitive, or policy-related issues to the appropriate contact in accordance with established guidelines.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed