JOB SUMMARY
The Commercial Accounts Representative performs account maintenance, resolves customer issues and liaises with other departments for coordinating service solutions.
CORE RESPONSIBILITIES
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Answer inbound calls from the assigned queues and follow through with timely resolutions and document accounts with issues and resolutions.
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Address account maintenance needs when identified, which includes account reviews for potential issues, contract renewal dates and service
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changes and direct to the Account Manager, if necessary, for revisions.
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Address customer concerns, including service disruption or changes, enter cancellations and defer to the Account Manager for escalated issues.
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Communicates with customers and internal resources to answer questions and resolve service issues.
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Perform various clerical duties, including the completion of customer account addendums to increase or decrease service within scope.
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Participate in department and other team meetings.
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Ensure a high level of customer satisfaction through proactive support and active listening.
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Other duties as assigned
REQUIRED SKILLS & QUALIFICATIONS
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High School diploma or its equivalent
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At least two years of customer service or sales experience
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Strong customer service skills and a high degree of professionalism
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Must have reliable transportation
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Ability to quickly switch between tasks, prioritize and manage time wisely
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Problem solving skills
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Available to work assigned 8-hour shifts between the hours of 7:30 and 5:30
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Available to work holidays, weekends or after business hours, when scheduled
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Must be detail-oriented with a strong work ethic and be willing to adapt to change
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Must be able to follow instructions and work well with both internal and external customers at all levels
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Ability to work in a high-volume call center and respond to a variety of calls
PREFERRED SKILLS & QUALIFICATIONS
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Bilingual in English and Spanish
