Ongoing Care Representative

ScentAir; Charlotte (NC); Hybrid; USD 40,000 - 65,000; Full time

Benefits offered by this job

Competitive pay

Medical, dental, vision, and life保险

Company matched 401k

Hybrid work environment

Community outreach program

Job summary

ScentAir is seeking a customer care professional to deliver outstanding service across the customer lifecycle in a hybrid Charlotte office. You will manage CRM activities, assist with account setup, tracking, and reporting, and support AR and documentation processes to ensure smooth orders and on-time communications.

The role emphasizes relationship-building with customers and collaboration with cross-functional teams to maintain accurate contracts, invoices, and milestones.

Qualifications

• Associate degree or 2+ years experience in related field.
• Experience managing account relationships.
• Strong Microsoft Office skills (Excel required).
• Project and time management skills.
• Interpersonal skills; good communicates with all levels.

Responsibilities

• Engage in CRM activities and customer touchpoints throughout the lifecycle.
• Interact with staff to facilitate account creation, shipment validations, and tracking.
• Handle customer requests, research, and prepare management reports and spreadsheets.
• Perform accounts receivable activities including payments, collections, and statements inquiries.
• Maintain existing customers, including scent changes, RMAs, contracts, and shipments.
• Prepare, distribute, and track forms and documentation for accounts and orders.
• Monitor accounts from creation through lifecycle and escalate issues as needed.
• Participate in team meetings and share activity information for review.
• Support other departments and build relationships with customers.

Skills

Customer service

Account management

MS Office

Project management

Communication

Education

Associate degree or 2+ years experience

Tools

Salesforce

Excel

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.

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.