Account Support Representative

Hytec Dealer Services, Inc.; Orlando (FL); On-site; USD 56,000 - 62,000; Full time

Job summary

Hytec Dealer Services, Inc. in Orlando, FL is seeking an Account Support Representative to serve as the primary contact for customers, handling day-to-day needs and informing them of issues with current orders.

The role emphasizes timely email responses, inbound calls, live chat support with rapid replies, and daily CRM updates, with a monthly bonus tied to department sales goals.

Qualifications

• Previous customer service experience.
• High School Diploma or GED.
• Highly organized individual.
• Ability to work in a team environment.
• Outgoing and Friendly Personality.
• Ability to meet sales goals.
• Travel for at least one customer visit per year.
• Attend trade shows.
• Ability to work with CRM's.

Responsibilities

• Answer daily customer questions.
• Respond to customer emails within the hour.
• Call customers regarding their account.
• Provide live chat support and respond within 30 seconds.
• Complete CRM entries daily.
• Research items on reports and inform customers within the hour.
• Research items on the Cancelled Report and contact customers before cut-off.
• Research items on the Failed Part Search Report.
• Build rapport with customers.
• Keep customer information up to date.
• Make routine calls and promotional mailings to strengthen the Hytec-customer partnership.
• Stay informed about competitor activity and industry events.
• Collaborate with sales reps to better assist customers.

Skills

Customer service

CRM software

Communication

Teamwork

Time management

Telephone skills

Live chat support

Education

High school diploma or GED

Tools

CRM software

Job description

Pay for this position will be $24/ hr + $500-$1000 per month bonus based on department sales goals.

The Account Support Representative (ASR) will provide support to the customer and ensure that Hytec's overall commitment to quality and reliable service is being maintained. The ASR will function as the primary representative to receive incoming calls from customers to handle their day to day needs. The ASR will contact customers to inform them of any issues with current orders when specified in work-flow processes.

Responsibilities

• Works to provide answers to daily questions from customers
• Provide responses back to customer's emails within the hour
• Call customers in a timely manner regarding their account
• Provide Customer Support on the Live Chat and answer the chat within 30 seconds
• Complete CRM's on a daily basis
• Research items on the No stock report and contact customer within the hour
• Research items on the Canceled Report and contact customer before cut-off time
• Research items on the Failed Part Search Report
• Build a rapport with Customers
• Ensure we have the most updated information on file for their customer
• Make routine calls and promotional mailings to customers to build the business partnership between Hytec and customer.
• Remain advised of competition activity and industry events
• Work along with sales reps to better assist customers.

Travel Requirements / Special Duties

Travel requirements will be based on various requirements of the department. The ASR may be required to travel on at least one customer visits per year and may be required to attend trade shows.

Job Requirements

• Previous customer service experience
• High School Diploma or GED
• Highly organized individual
• Ability to work in a team environment
• Outgoing and Friendly Personality
• High level of organization
• Ability to meet sales goals
• Travel for at least one customer visit per year
• Attend trade shows
• Ability to work with CRM's