Account Coordinator

Tech Sales Jobs; Richardson (TX); Presencial; USD 42.000 - 60.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Competitive pay

Paid time off

Insurance (Medical, Dental, Vision)

401(k)

Life & disability insurance

Training opportunities

Career development

Descripción de la vacante

Service Experts is seeking an Account Coordinator IV in Richardson, TX to manage escalated customer issues related to the Advantage program. You will liaise with Marketing, Legal and Field Leadership to protect customer relationships and ensure high-quality resolutions.

This full-time role requires a strong background in customer service, detailed organizational skills, and the ability to work under pressure while maintaining confidentiality and professionalism.

Formación

• High school diploma with a minimum of 5 years advanced customer service or complaint resolution experience.
• Ability to de-escalate and be persuasive to reach a mutual resolution.
• Ability to learn and follow company processes and procedures.
• Highly organized and detail oriented.
• Excellent follow through skills.
• Ability to maintain confidentiality of customer information and other sensitive data.
• Ability to work well under pressure.
• Ability to multitask in a busy work environment and to organize and manage multiple priorities.
• Excellent customer-service skills, verbal and written, with interpersonal abilities.
• Working knowledge of CRM systems, MS Word and Outlook.

Responsabilidades

• Investigate and resolve escalations from BBB, legal and other regulatory bodies.
• Provide backup support to the team leader for the customer escalations department.
• Serve as a point of contact for the customer care team and other departments for guidance on mitigating escalations.
• Receive, investigate and manage customer complaints to full completion within SLAs.
• Protect the integrity of the Service Experts brand and the Advantage program.
• Track escalations and reasons in multiple internal systems.
• Coordinate with 20+ US Service Center points of contact to resolve complaints.
• Facilitate asset transfers and customer information updates.
• Handle buyout requests including calculations and leadership approvals.
• Use retention strategies via phone and email to reduce early terminations.
• Process payments and refunds via standard protocol.
• Report trends or opportunities to leadership.
• Represent the company professionally in all matters.
• Perform other duties as assigned.

Conocimientos

Customer service

De-escalation

Multitasking

Communication

Organization

Confidentiality

Pressure handling

Teamwork

Following processes

Educación

High school diploma or GED

Herramientas

CRM software

MS Word

Outlook

Descripción del empleo

Account Coordinator IV

Location: Field Support Headquarters (HQ), Richardson, Texas

Time Type: Full time

Job Description

Welcome!

Highly visible role utilizing Advantage and Service Experts knowledge along with above average soft skills to resolve escalated customer complaints of Advantage Program participants. Receives, maintains & facilitates communication between Marketing, Legal & Field Leadership with the uniform goal of maintaining the integrity of the customer relationship. Liaison between the customer and Service Experts to effectively reach a mutually agreeable resolution. Provides administrative support by following the standardized processes and procedures set forth for specialized programs. Work is performed under general supervision with latitude for decision making within assigned guidelines.

Duties & Responsibilities

• Primary specialist assigned to investigate and resolve escalations received from BBB, legal & other regulatory bodies.
• Primary back-up to team leader to support the overall customer escalations department when necessary
• Acts as a point of contact for the customer care team and other departments for guidance on mitigating further escalation of customer issues and diffusing irate customers
• Receive, investigate & manage customer complaints to full completion within the defined service level targets.
• Protects the integrity of the Service Experts brand and the Advantage program and ensures each customer issue is handled without the highest level of quality
• Manage and track all escalations and the reason via multiple internal systems.
• Partner with 20+ US Service Center POC’s to resolve customer complaints.
• Facilitates all asset transfers and customer information updates.
• Facilitates buy out requests to include calculation of the buyout amount, approval from leadership, communication with the customer and acquisition of the customer approval.
• Uses retention strategies via phone and email to reduce early terminations.
• Processes all received payments via standard protocol and facilitates all refund requests.
• Communicates regularly with leadership regarding any trends or areas of opportunity.
• Represents the company professionally, honestly, and ethically in all business matters and activities.
• Other duties as assigned.

Qualifications

• High school diploma with a minimum of 5 years advanced customer service or complaint resolution experience.
• Ability to de-escalate and be persuasive in order to reach a mutual resolution.
• Ability to learn and follow company process and procedures.
• Highly organized & detailed oriented.
• Excellent follow through skills.
• Ability to maintain confidentiality of customer information and other sensitive data.
• Ability to work well under pressure.
• Ability to multitask in a busy work environment and to organize and manage multiple priorities.
• Excellent customer-service skills, verbal and written, as well as interpersonal skills to include effective customer complaint resolution and the ability to work with a diverse customer population.
• Working knowledge of Customer Relationship Management Systems, Microsoft Word and Outlook software applications.
• Utilizes various computerized systems and software to perform tasks.
• Must be professional and can communicate effectively both externally & internally including up to the Executive Leadership in a pleasant, business-like, and customer-focused manner.
• Ability to work effectively and productively in both a team environment as well as independently.

What Do We Offer You as a Service Experts Employee? Service Experts offers a comprehensive benefits package designed to support employees and their families in managing their health and wellness needs, including:

• Competitive Pay with incentive opportunities.
• Paid Time Off and Company Holiday Pay.
• Medical, Dental, and Vision Insurance programs.
• 401(k) Retirement Savings Plan with company matching contributions.
• Life Insurance and disability insurance options.
• Supplemental benefit programs.
• World Class Training opportunities through our Experts University.
• Career Development opportunities.

Minimum Experience: 6+
Years Minimum Education: High School Diploma/GED

Service Experts is committed to making our workplace accessible to individuals with disabilities and will provide reasonable accommodations, upon request, for individuals to participate in the application and hiring process. To request an accommodation, please email [e-mail]