Account Support Representative (Hybrid)

Clark National Accounts; Lititz (Lancaster County); Hybrid; USD 38,000 - 52,000; Full time

Benefits offered by this job

Medical Insurance

Vision Insurance

Dental Insurance

PTO

Paid Maternity Leave

Job summary

Clark National Accounts seeks an Account Support Representative in Lititz, PA to deliver exceptional customer experiences for restaurant operators and commercial clients. The role emphasizes hospitality, problem-solving, and proactive communication across phone, email, and live chat.

Hybrid work schedule includes in-office Tuesdays and Wednesdays with remote Mondays, Thursdays, and Fridays. Training covers product knowledge, policies, and procedures, with opportunities to advance within a

Qualifications

• 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.

Responsibilities

• Interact with customers via phone, email, and live chat.
• Provide prompt, accurate responses with a professional, empathetic tone.
• Address questions related to platform, orders, and products; identify root causes.
• Offer strategic solutions to turn negative experiences into positive outcomes.
• Educate customers about products, services, policies, and procedures.
• Proactively suggest improvements to standards, procedures, and efficiency.
• Monitor fulfillment issues and coordinate with internal teams for timely order updates.
• Maintain accurate records of customer interactions and resolutions.
• Serve as Dedicated Specialist for key accounts to boost loyalty and sales.
• Develop account-specific resources to ensure peers have up-to-date information.

Skills

Communication

Problem solving

Active listening

Time management

Adaptability

Work ethic

Growth mindset

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.

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. If you share our enthusiasm for customers and thrive in a collaborative work environment, we'd love to discuss the Account Support Representative position with you!

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.

We seek candidates who Lead with Integrity, Drive Innovation, Take Ownership, and Pursue Excellence.

Education

This role does not require a degree. 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

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

• 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

Available at HQ Locations Only

• On-Site Fitness Centers
• Dog-friendly Offices