Account Support Representative (Hybrid)

Clark National Accounts

Lititz (Lancaster County)

Hybrid

USD 42,000 - 55,000

Full time

23 hours ago

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Benefits offered by this job

Medical

Vision

Dental

PTO

Paid Maternity Leave

Paid Parental Leave

Life Insurance

Disability

Dependent Care FSA

401(k) matching

Employee Assistance Program

Wellness Incentives

Company Discounts

AT&T & Verizon Discount

Bonus Opportunities

Accident Insurance

Critical Illness Insurance

Adoption Assistance

Job summary

Clark National Accounts is seeking an Account Support Representative to deliver exceptional service to restaurant operators and businesses ordering food service equipment and supplies. The role emphasizes hospitality, critical thinking, and innovative problem-solving. The position follows a hybrid schedule with in-office Tuesdays and Wednesdays in Lititz, PA and remote Mondays, Thursdays, and Fridays.

Typical hours are 9:00 a.m. to 5:30 p.m., with potential to shift to 8:00 a.m. to 4:30 p.m.

Qualifications

No prior experience required; relevant skills valued.
Customer-focused mindset and hospitality.
Strong written and verbal communication.

Responsibilities

Interact with customers via phone, email, and live chat.
Provide prompt, accurate responses with a professional tone.
Address questions about platform, orders, and products; identify root causes.
Provide strategic solutions to turn negative experiences into positive results.
Educate customers about products, services, policies, and procedures.
Identify ways to improve standards, procedures, and efficiency.
Monitor fulfillment issues and update customers on order status.
Maintain records of interactions and resolutions across platforms.
Serve as Dedicated Specialist for key accounts to boost loyalty and sales.
Develop resources for Dedicated Specialist accounts to keep peers informed.
Learn about the food service industry and client needs.

Skills

Communication

Customer-centric

Empathy

Problem solving

Multitasking

Adaptability

Teamwork

Time management

Willingness to learn

Education

No degree required

Job description

Job Summary

With a focus on hospitality and creative problem-solving, our Account Support Representatives deliver an exceptional customer experience to the chain restaurant operators and commercial/non-commercial businesses who order food service equipment and supplies from Clark National Accounts. They are charged with finding innovative solutions for customers by utilizing critical thinking, ensuring operational efficiency, making cost-effective decisions, and maintaining an emphasis on hospitality.

This position follows a hybrid schedule, with team members working in our Lititz, PA office on Tuesdays and Wednesdays and remotely on Mondays, Thursdays, and Fridays. New team members typically work from 9:00 a.m. to 5:30 p.m., with the opportunity to transition to an 8:00 a.m. to 4:30 p.m. schedule after gaining experience in the role.

Responsibilities

Effectively respond to and interact with customers via phone, email, and live chat.
Provide prompt and accurate responses to customer queries, maintaining a professional and empathetic tone.
Address customers' questions related to platform, order, and product issues in a timely manner, probing effectively to understand the root cause of the inquiry.
Provide strategic solutions to turn potentially negative experiences into net positive results.
Educate customers about our products, services, policies, and procedures.
Proactively identify ways to improve our standards, procedures, and operational efficiencies.
Monitor fulfillment issues and work with other internal divisions and external contacts to provide customers with timely order status updates.
Maintain accurate and comprehensive records of customer interactions and resolutions on various platforms.
Offer expertise and tailored support to specific clients, aiming to enhance loyalty and increase sales by serving as the Dedicated Specialist for key accounts.
Develop and maintain account-specific resources to ensure peers have up-to-date information on assigned Dedicated Specialist accounts.
Learn about the food service industry, the products we sell, and the unique needs of the clients we serve.

Physical Requirements

Work is performed while sitting/standing and interfacing with a personal computer.
Requires the ability to communicate effectively using speech, vision, and hearing.
Requires the regular use of hands for simple grasping and fine manipulations.
Requires occasional bending, squatting, crawling, climbing, and reaching.
Requires the ability to occasionally lift, carry, push, or pull medium weights, up to 50lbs.

Remote Work Qualifications

Access to a reliable and secure high-speed internet connection. Cable or fiber internet connections (at least 75mbps download/10mbps upload) are preferred, as satellite connections often cannot support the technologies used to perform day-to-day tasks.
Access to a home router and modem.
A dedicated home office space that is noise- and distraction-free. The space should have strong wireless connection or a wired Ethernet connection (wired connection is preferred, if possible).
A valid, physical address (apartment, suite, etc.). PO Boxes are not supported, as a physical address is required for you to receive your computer equipment.
The desire and ability to work and communicate with other team members via chat, webcam, etc.
Legal residents of one of the following states: (AK, AL, AR, AZ, CT, DE, FL, GA, IA, ID, IN, KS, KY, LA, MD, ME, MI, MN, MO, MS, MT, NC, ND, NE, NH, NM, NV, OH, OK, PA, SC, SD, TN, TX, UT, VA, VT, WI, WV, or WY). H-1B Visa Sponsorship Not Available, W2 only.

Experience

This role does not require previous experience. We value relevant skills and experience, and alignment with our core values above all else.

Desired Traits & Skills

Excellent written and verbal communication skills
Strong problem-solving abilities and a customer-centric attitude
Empathy and active listening skills
The ability to multitask and prioritize responsibilities in a fast-paced environment
Adaptability to evolving processes and a willingness to embrace change
A strong work ethic with a high level of internal motivation
A hunger to learn and grow both professionally and personally
The ability to work effectively both independently and within a team framework
Strong time-management skills to succeed in a hybrid work environment

Education

This role does not require a degree. We value relevant skills and experience and alignment with our core values above all else.

Company Overview

An exclusive marketplace that provides custom business solutions and streamlined distribution for modern multi-unit operators, offering a range of custom solutions designed to meet customer-specific needs.

Benefits