Account Services Representative

ScentAir; Charlotte (NC); Hybrid; USD 42,000 - 60,000; Full time

Benefits offered by this job

Competitive pay

Monthly bonus plan

Medical insurance

Dental insurance

Vision insurance

Life insurance

401k matching

Hybrid work model

Company-issued laptop

Job summary

ScentAir is seeking an Account Services Specialist to maintain and enhance client relationships by coordinating inbound requests through Salesforce.com CRM. You will work to retain customers through problem-solving, contract negotiations, and timely responses, with a strong emphasis on renewing contracts and maximizing value.

In this role you will execute retention strategies, evaluate customer needs, and provide tailored solutions to ensure high satisfaction while upselling or upgrading

Qualifications

• Bachelor’s Degree or 3+ years of relevant work experience.
• Effective communication skills (Bilingual is a plus).
• Excellent computer skills, including proficiency with MS Office Suite and Salesforce.
• Excellent interpersonal skills for effective team collaboration.
• Proactive and able to take initiative with little or no direction.
• The ability to establish collaborative customer relationships in a fast-paced environment.
• The ability to thrive in a high pace, growth-focused business environment.

Responsibilities

• Client Retention: Execute strategies to retain customers, including proactive outbound calls to customers who have requested to cancel.
• Customer Needs Evaluation: Identify customer needs and resources required to negotiate renewals and retain business.
• Personalized Responses: Provide tailored solutions to ensure high customer satisfaction and exceed their expectations.
• Issue Resolution: Resolve customer issues by aligning service features, pricing, value, payment options, and benefits to meet their needs.
• Sales Techniques: Use positive sales techniques to motivate customers to continue using ScentAir services or ensure ScentAir receives early termination fees within contract terms.
• Service Upgrades: Sell additional or upgraded services while ensuring a quality customer experience.
• Database Management: Utilize our databases to access, update, or input account information, maintaining a high quality of accuracy in Salesforce.com CRM.
• Negotiation and Discounts: Negotiate pricing and bundling offers, including credits and discounts, according to company guidelines.
• Performance Goals: Meet or exceed retention goals and demonstrate the ability to achieve individual performance metrics.

Skills

Effective communication

Interpersonal skills

Proactive

Team collaboration

Customer relationship management

Education

Bachelor’s Degree or 3+ years of relevant work experience

Tools

Salesforce

MS Office Suite

Job description

ScentAir delivers billions of lasting impressions for customers around the globe every year. Our cutting-edge scent delivery solutions are tailored for diverse business environments, including restaurants, health care offices, airports, senior living facilities, apartment and multi-unit housing, retail stores, real estate (both commercial and residential), and health clubs and spas. The potential applications are truly limitless! We are the pioneers and innovators in the field, and are proud to be the global leader in Scent Marketing!

Our impressive roster of clients features industry giants such as Disney World, Sea World, IHG, Aria Resort and Casino, MGM Grand, Marriott, Hilton, Winmark Brands, Westin Resorts, and Greystar Properties, among many others.

Your Position Overview:

As an Account Services Specialist, you are pivotal in maintaining and enhancing our client relationships. By coordinating inbound requests through Salesforce.com CRM, your team works to retain customers through customer-centric problem-solving, contract negotiations, and maintaining prompt response times. This role requires effectively reselling the benefits and value of ScentAir products and services, with a strong emphasis on renewing customer contracts.

Your Key Responsibilities:

• Client Retention: Execute strategies to retain customers, including proactive outbound calls to customers who have requested to cancel.
• Customer Needs Evaluation: Identify customer needs and resources required to negotiate renewals and retain business.
• Personalized Responses: Provide tailored solutions to ensure high customer satisfaction and exceed their expectations.
• Issue Resolution: Resolve customer issues by aligning service features, pricing, value, payment options, and benefits to meet their needs.
• Sales Techniques: Use positive sales techniques to motivate customers to continue using ScentAir services or ensure ScentAir receives early termination fees within contract terms.
• Service Upgrades: Sell additional or upgraded services while ensuring a quality customer experience.
• Database Management: Utilize our databases to access, update, or input account information, maintaining a high quality of accuracy in Salesforce.com CRM.
• Negotiation and Discounts: Negotiate pricing and bundling offers, including credits and discounts, according to company guidelines.
• Performance Goals: Meet or exceed retention goals and demonstrate the ability to achieve individual performance metrics.

Your Qualifications:

• Bachelor’s Degree or 3+ years of relevant work experience
• Effective communication skills (Bilingual is a plus)
• Excellent computer skills, including proficiency with MS Office Suite and Salesforce
• Excellent interpersonal skills for effective team collaboration
• Proactive and able to take initiative with little or no direction
• The ability to establish collaborative customer relationships in a fast-paced environment
• The ability to thrive in a high pace, growth-focused business environment
  

Why You'll Love Working for ScentAir:

• Competitive pay and monthly bonus plan
• Benefits: Medical, dental, vision, and life insurance, plus company-matched 401k
• Perks: Company-issued laptop and cutting-edge technology support / Hybrid role
• Great work environment: Fun, team-focused atmosphere with an employee-driven community outreach program
• Paid Time Off: Enhanced holiday schedule and paid time off

ScentAir isn’t your typical B2B company. We’re transforming how businesses connect with their customers through the power of scent.

With an unparalleled company culture and commitment to the growth and success of our employees, ScentAir is rapidly growing and has brought scent marketing to over 50,000 clients in over 120 countries. Combining our scent diffusion technology with our extensive fragrance library, we help businesses shape their brand image and create remarkable on-site customer experiences. When you join our team, you will directly contribute to the customer experience your clients create and to our growth worldwide.