Position Overview:
The Dedicated Account Specialist serves as the primary point of contact for customers, ensuring a high level of customer retention and satisfaction. This role focuses on proactively managing customer accounts and providing a hand-held experience for the client to feel supported. The Specialist will act as a secondary voice to support customer retention efforts, identifying weaknesses in sales and service interactions and offering targeted coaching for improvement.
Key Responsibilities:
Customer Retention & Support: Act as a dedicated resource to salvage and retain customers, addressing concerns before they escalate.
Performance Monitoring: Observe and evaluate company representatives' interactions, providing real-time feedback and coaching to enhance their performance.
Customer Engagement: Maintain strong relationships with clients by ensuring their needs are met and proactively resolving issues.
Coaching & Development: Identify individual rep weaknesses and provide strategic coaching to improve communication, problem-solving, and negotiation skills.
Data & Reporting: Track customer interactions, trends, and account activity to identify areas for improvement and implement necessary adjustments.
Collaboration: Work closely with sales, support, and leadership teams to align strategies that enhance overall customer satisfaction and account growth.
Escalation Management: Serve as a secondary voice in critical customer interactions to de-escalate issues and improve customer retention.
Qualifications & Skills:
Being bilingual is a plus!
Previous experience in account management, sales, or customer service
Strong communication and problem-solving skills
Ability to analyze performance metrics and provide constructive feedback
Experience in coaching or mentoring a team is preferred
Proficiency in CRM and customer tracking tools
Ability to manage multiple accounts and prioritize tasks effectively
Benefits:
Opportunity to grow with a company that values a family-oriented culture
Flexible work environment
Fun office events and a laid-back atmosphere
401(k) with company matching
Health, Dental, and Vision Insurance
Paid time off
Profit-sharing opportunities
Pension plan
Availability:
Schedule: Monday - Friday
Hours: 7:30 AM - 4:30 PM
Why Join Us?
This role offers an opportunity to make a direct impact on customer satisfaction and company success. By working closely with both customers and internal teams, the Dedicated Account Specialist plays a crucial role in improving service quality and retention strategies.
