Ongoing Care Representative

ScentAir; Charlotte (NC); Hybrid; USD 36,000 - 52,000; Full time

Benefits offered by this job

Medical, dental, vision, and life insu

Company matched 401k

Hybrid work environment

Employee outreach program

Job summary

ScentAir is seeking a customer care associate to deliver exceptional service throughout the customer lifecycle. You will manage CRM activities, assist with account setup, tracking, and AR tasks, and support operational needs across departments.

The role emphasizes accurate documentation, timely communication, and proactive problem solving to ensure customer satisfaction and contract accuracy in a hybrid office environment.

Qualifications

• Associate’s degree or 2+ years in a related field preferred.
• Strong communication and customer service experience required.
• Proficiency with Excel and Salesforce a plus.

Responsibilities

• Deliver exceptional customer service and timely communication across channels.
• Assist with account creation, shipment validations, and tracking.
• Handle accounts receivable tasks, invoicing, and statements inquiries.
• Maintain customer records, RMAs, credits, and related documentation.
• Produce management reports and spreadsheets for review.
• Collaborate with cross-functional teams to support customers end-to-end.
• Participate in team meetings and share activity insights and issues.

Skills

Interpersonal skills

Analytical / problem-solving

Time management

Multitasking

Excellent communication

Education

Associate’s Degree

2+ years in related field

Tools

Microsoft Excel

Salesforce

Microsoft Office

Job description

This role is responsible for delivering exceptional customer service experiences, including accurate, timely, and effective communication and execution of relational and transactional activities among internal and external customers. Your day-to-day...

• Engage in communication platform, including but not limited to, CRM activities, customer touchpoint activities, phone interaction, email, and additional customer communication post-setup and throughout the customer lifecycle.
• Interact with other staff to facilitate and execute proper account creation, shipment validations, and tracking, along with general operations and administrative functions.
• Interacting with customers and cross-functional associates through handling customer requests, research, and preparing management reports and spreadsheets.
• Perform account receivable activitiesincluding payment processing, collection activities in relation to past due accounts, sales tax inquiries, consolidation of accounts, invoices, and statements inquiries.
• Maintenance activities of existing customers, including but not limited to, scent changes, account maintenance, RMAs, credit memos, contracts, accounts receivable, and operational activities around customer shipments.
• Accurately prepare, distribute, and track all forms and related documentation associated with accounts and other business demands.
• Monitor accounts from creation through the entire lifecycle, managing issues andescalatingas necessary.
• Participate in team meetings, bringing information about activities and transactions to the team for review, reporting of issues, and adherence to general procedures and practices.
• This position will also support other ScentAir departments and positions throughout the customer lifecycle, with a focus on building relationships within the initial association between ScentAir and the customer.

This role is responsible for delivering exceptional customer service experiences, including accurate, timely, and effective communication and execution of relational and transactional activities among internal and external customers. Your day-to-day...

• Engage in communication platform, including but not limited to, CRM activities, customer touchpoint activities, phone interaction, email, and additional customer communication post-setup and throughout the customer lifecycle.
• Interact with other staff to facilitate and execute proper account creation, shipment validations, and tracking, along with general operations and administrative functions.
• Interacting with customers and cross-functional associates through handling customer requests, research, and preparing management reports and spreadsheets.
• Perform account receivable activitiesincluding payment processing, collection activities in relation to past due accounts, sales tax inquiries, consolidation of accounts, invoices, and statements inquiries.
• Maintenance activities of existing customers, including but not limited to, scent changes, account maintenance, RMAs, credit memos, contracts, accounts receivable, and operational activities around customer shipments.
• Accurately prepare, distribute, and track all forms and related documentation associated with accounts and other business demands.
• Monitor accounts from creation through the entire lifecycle, managing issues andescalatingas necessary.
• Participate in team meetings, bringing information about activities and transactions to the team for review, reporting of issues, and adherence to general procedures and practices.
• This position will also support other ScentAir departments and positions throughout the customer lifecycle, with a focus on building relationships within the initial association between ScentAir and the customer.

• Perform account receivable activitiesincluding payment processing, collection activities in relation to past due accounts, sales tax inquiries, consolidation of accounts, invoices, and statements inquiries.
• Maintenance activities of existing customers, including but not limited to, scent changes, account maintenance, RMAs, credit memos, contracts, accounts receivable, and operational activities around customer shipments.
• Accurately prepare, distribute, and track all forms and related documentation associated with accounts and other business demands.
• Monitor accounts from creation through the entire lifecycle, managing issues andescalatingas necessary.
• Participate in team meetings, bringing information about activities and transactions to the team for review, reporting of issues, and adherence to general procedures and practices.
• This position will also support other ScentAir departments and positions throughout the customer lifecycle, with a focus on building relationships within the initial association between ScentAir and the customer.

Who we are looking for...

• Associate’s DegreeOR 2+ years of experience in the related field.
• Previous experience managing account relationships.
• Strong Microsoft Office skills (Excel required) and general computer skills.
• Project and time management skills.

• Interpersonal skills – relates well to people at all levels; builds appropriate rapport; uses diplomacy and tact.
• Excellent analytical/problem-solving skills. Detail-oriented with exceptional time management and multi-tasking ability
• Knowledge of Salesforce is a plus.

What you bring...

• You are Self-Sufficient

• You are Reliable
• You are an Excellent Communicator
• You aregood at Problem Solving
• You are Organized

Be part of something scent-sational!

• Competitive pay
• Medical, dental, vision, and life insurance
• Company matched 401k
• Fun, team-focused hybrid work environment in a clean, modern office space
• Employee driven community outreach program

Success in this position would lead to higher satisfaction and improved communication with ScentAir customers. The position has a primary responsibility to support internal and external customers through management and maintenance of existing customer interface, requests, and relationships, as well as assisting the customer care team to onboard all clients, assure client contract accuracy, mitigate past due accounts through proactive customer communications, management, and related activities.