Service Account Specialist, Tier III

Summary

Join Cennox as a Tier III Service Account Specialist, acting as a liaison between clients, sales, and operations. You will cultivate strong client relationships, identify growth opportunities, and resolve customer complaints. This role demands independent work, initiative, and excellent communication skills. You will report to the Director of Service Account Managers and support other Service Account Managers. The position requires proficiency in MS Office, problem-solving abilities, and strong organizational skills. Prior office experience is preferred.

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
• High school diploma or equivalent
• Ability to sit and stay focused for long periods of time
• Vision correctable to 20/20
• Finger dexterity for keyboarding and computer usage

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

Preferred Qualifications

1+ years of experience in an office environment