Strategic Account Support Associate

PrePass•Phoenix, AZ

12d•Hybrid

About The Position

We are looking for a Strategic Account Support Associate to join our dynamic Customer Care team. This role ensures our most strategic customers receive timely, high-impact support and solutions. You will act as a problem solver and customer advocate, working closely with Account Management to deliver outstanding service to our largest and most important customers. You will manage escalations, troubleshoot issues, and provide strategic support to enhance the overall customer experience. This is a hybrid role, based out of our Downtown Phoenix office.

Requirements

High school diploma or GED equivalent.
2+ years of customer service or sales experience, ideally in a call center or account support environment.
Strong analytical and problem-solving skills with a keen eye for detail.
Excellent written and verbal communication skills.
Proficiency with MS Excel, particularly in creating and maintaining spreadsheets.
A customer-focused attitude and the ability to work well under pressure.

Nice To Haves

Experience in client-facing roles within a fast-paced environment.
Ability to multitask and manage shifting priorities with a strong sense of urgency.
Familiarity with upselling or identifying new service opportunities within existing client accounts.
Presentation skills.

Responsibilities

Maintain detailed client portfolios, including contact information, interaction history, and relevant account details.
Manage and prioritize multiple responsibilities, including client accounts, troubleshooting, and identifying opportunities for process and product enhancements.
Process special requests for larger customers, including vehicle adds, deletes, transfers, and plate updates.
Respond to inbound customer calls and chats for assigned accounts, ensuring prompt, thorough, and professional communication.
Collaborate with cross-functional teams, including Billing and Sales, to resolve customer issues efficiently and effectively.
Partner closely with Account Management teams to support escalations and strengthen customer relationships.
Identify upselling opportunities and take proactive action to enhance client partnerships.
Stay up-to-date on industry developments and market trends to better serve customers.
Maintain working knowledge of PrePass tools, systems, and processes to support accurate and efficient issue resolution.

Benefits

Robust benefit package that includes medical, dental, and vision that start on date of hire.
Paid Time Off, to include vacation, sick, holidays, and floating holidays.
401(k) plan with employer match.
Company-funded “lifestyle account” upon date of hire for you to apply toward your physical and mental well-being (i.e., ski passes, retreats, gym memberships).
Tuition Reimbursement Program.
Voluntary benefits, to include but not limited to Legal and Pet Discounts.
Employee Assistance Program (available at no cost to you).
Company-sponsored and funded “Culture Team” that focuses on the Physical, Mental, and Professional well-being of employees.
Community Give-Back initiatives.
Culture that focuses on employee development initiatives.