Tier 3 Service Account Specialist serves as the liaison between the Client, Sales, and Operations. You will build and maintain positive relationships with customers, identify opportunities for business growth, and assist in resolving customer complaints by communicating and facilitating solutions with the team. In this role, you should be able to work independently, take initiative, and be comfortable in a customer-facing role. You will need to possess excellent phone presence and verbal communication skills. The Tier 3 Service Account Specialist will report directly to the Director of Service Account Managers and assist the Service Account Managers as needed.
Duties and Responsibilities:
- Call on Tier 3 accounts to determine the client’s temperature and to monitor client satisfaction through follow-up to solve client problems and issues.
- Identify the Client’s needs, record findings, and provide feedback to management on areas of improvement.
- Initiate measures to research and resolve client raised issues efficiently and in a timely manner.
- Monitor client satisfaction by conducting follow-ups to resolve client concerns and issues, involving the relevant colleagues as needed.
- Make recommendations to identify and implement value add services for Tier 3 accounts.
- Ensure the customer knows escalation paths and provide that information when needed.
- Assist the Service Account Managers when needed and understand the SAM reporting.
- Other duties as assigned.
Skills and Requirements:
- Demonstrate PC proficiency in MS Office and web-based applications
- Ability to learn specialized software programs and navigate company databases
- Proficiency in establishing and nurturing solid client and business relations
- Effective conflict resolution and strong problem-solving abilities
- Excellent oral and written communication skills
- Strong organizational skills and ability to prioritize tasks
- High level of attention to detail
Experience and Education:
- 1+ years of experience in an office environment, preferred
- High school diploma or equivalent
Physical Requirements:
- Ability to sit and stay focused for long periods of time
- Vision correctable to 20/20
- Finger dexterity for keyboarding and computer usage
