Account Support Representative (Hybrid)

Clark Associates, Inc.; Lititz (Lancaster County); Hybrid; USD 42,000 - 60,000; Full time

Job summary

Clark Associates, Inc. in Lititz, PA is seeking an Account Support Representative to deliver exceptional service to chain restaurant operators and other customers ordering food service equipment.

You will respond via phone, email, and live chat, resolve issues, educate customers on products and policies, and collaborate with internal teams to maintain accurate records and improve service. This hybrid role offers in-office Tuesdays and Wednesdays with remote work other days, and growth within

Responsibilities

• Respond to and interact with customers via phone, email, and live chat.
• Provide prompt and accurate responses, maintaining a professional and empathetic tone.
• Address questions related to platform, orders, and products in a timely manner.
• 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 operational efficiencies.
• Monitor fulfillment issues and coordinate with internal divisions and external contacts for timely order status updates.
• Maintain records of customer interactions and resolutions on various platforms.
• Offer expertise to key accounts as Dedicated Specialist and develop account-specific resources.

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. 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.