Account Support Representative (Hybrid)

Clark Associates; Lititz (Lancaster County); Hybrid; USD 40,000 - 56,000; Full time

Job summary

Clark Associates, Inc. is seeking an Account Support Representative to deliver exceptional customer experiences for hospitality and food service clients.

The role emphasizes problem-solving, critical thinking, and hospitality while supporting chain restaurant operators and commercial/non-commercial accounts.

Qualifications

• Experience in customer service or account support.
• Ability to resolve questions about platforms, orders, and products.
• Strong communication and empathetic tone.

Responsibilities

• Respond to customers via phone, email, and live chat.
• Provide prompt, accurate responses and professional empathy.
• Address platform, order, and product issues; identify root causes.
• Offer 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 share timely order status updates with customers.
• 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.

Skills

Customer service

Communication skills

Problem solving

Empathy

Attention to detail

Tools

CRM software

Live chat

Phone & email handling

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.