Account Support Representative (Hybrid)

Clark Associates, Inc.; Lititz, Northern (Lancaster County, KY); Hybrid; USD 42,000 - 63,000; Full time

Job summary

Clark Associates, Inc. is hiring an Account Support Representative for Clark National Accounts in Lititz, PA.

The role centers on delivering an exceptional customer experience to restaurant operators and business clients, using hospitality-driven problem solving and critical thinking. This hybrid position schedules in-office Tuesdays and Wednesdays with remote work on Mondays, Thursdays, and Fridays, and supports inquiries via phone, email, and live chat to resolve orders and product issues

Responsibilities

• Respond to customer inquiries via phone, email, and live chat.
• Provide accurate, timely responses to platform, order, and product questions.
• Identify root causes and offer strategic solutions to enhance customer satisfaction.
• Educate customers about products, services, and policies.
• Monitor fulfillment issues and coordinate with internal teams to provide status updates.
• Maintain accurate records of interactions and resolutions across platforms.

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.