Premier Account Support Specialist - Associate

LOCATION: Norcross, GA

PURPOSE OF POSITION: This position performs duties under direct supervision to provide post-sales support to named customers in the Major Accounts Program using established workflow in accordance to corporate policy. To that end, the representative assesses customer inquiries, issues, and requests and resolves or escalates as needed in a timely manner. In addition, the major account support specialist assists sales in gaining customer loyalty through proactive and regular communications to key contacts. The specialist generally deals with accounts that are low to medium in terms of scope and complexity.

ESSENTIAL DUTIES AND RESPONSIBLITES:

  • Build strong rapport with key contacts and develop relationships that build confidence in EasyLink’s professionals, processes and products / services.
  • Serve as an advocate for the customer within EasyLink and for EasyLink within the account, presenting a professional and pleasant image of the product / service and company.
  • Maintain an up-to-date profile and contact customers in a proactive manner through telephone, site visits and e-mail at regularly scheduled intervals.
  • Work with management and colleagues to conduct product / services / process trainings for customers new to the program, new contacts for an existing account and existing customer contacts via conference calls or onsite visits.
  • Respond promptly and thoroughly to support inquiries received via telephone, e-mail and fax, demonstrating a sense of urgency to the customer.
  • Utilize logging tools to accurately document conversations or correspondences throughout each customer interaction.
  • Follow proper troubleshooting steps, asking clarifying questions, discovering underlying causes of concern and escalating as appropriate.
  • Work with other departments to resolve issues, keeping the customer and sales team up-to-date on progress toward issue resolution.
  • Work with management to deliver account reviews for sales management and account executives, discussing successes and shortcomings with the account and focusing on recommendations to help the account grow or reduce risks with the account.
  • Team with management to train others to identify the major accounts, understand processes and systems unique to each account and recognize the critical need to resolve issues in a timely manner.
  • Prioritize time to complete assigned tasks while maintaining a focus on productivity and customer satisfaction.
  • Use established methodologies and documented procedures to perform assigned tasks.
  • Keep management informed of issues and status.

JOB SPECIFICATIONS AND QUALIFICATIONS:

  • Bachelor’s degree. Equivalent work related experience or equivalent combination of education and experience will be considered.
  • Experience in a customer service / support oriented position such as sales support, account management or customer service.
  • Understanding of how to use computers.
  • Knowledge of Microsoft Office applications.
  • Must be willing to work flexible hours required by a 24x7 production environment.

KNOWLEDGE/SKILLS/ABILITIES:.

  • Written, verbal and listening communication skills.
  • Ability to learn new technology.
  • Ability to diagnost problems and find solutions.
  • Ability to work with others.
  • Ability to work to a deadline and respond to priority issues effectively.

 


If you are interested in applying for this position:
You can e-mail your cover letter, resume/CV and salary requirements to: resumes@easylink.com