Customer Service/ Account Manager

Job Title:

Customer Service/ Account Manager

Department:

Customer Service

Reports to:

Senior Manager of Customer Service

FLSA

SUMMARY:

Hands-on individual who will support the Customer Service Department. Interacts with the customers to provide and process information in response to inquiries, concerns, and requests about products and services prior to and/or after sale. Develops and maintains positive customer relations; coordinates with various functions within the company to ensure customer requests are handled appropriately and in a timely manner.

DUTIES AND RESPONSIBILITIES:

• Direct customer interaction either by telephone, email, or facsimile.
• Handles customer questions, complaints, and billing inquiries with the highest degree of courtesy and professionalism to resolve customer issues.
• Assists customers with product and service information.
• Process customer orders accurately and in a timely manner.
• Maintains customer records by updating account information.
• Identifies and assesses customers’ needs to achieve satisfaction.
• Follows up on customer interactions.
• Directs requests and unresolved issues to designated resources.
• Communicates and coordinates with internal departments to achieve goals.
• Build sustainable relationships of trust through open and interactive communication.
• Provides feedback on the efficiency of the customer service process.
• Handles RMA’s.
• Collects, analyzes, evaluates, and reports data to increase department efficiency and processes.

REQUIREMENTS:

• Proven customer support experience
• Strong phone contact handling skills and active listening
• Customer orientation and ability to adapt/respond to different types of characters.
• Ability to multi-task, prioritize and manage time effectively.
• Must apply company policies and procedures to resolve issues.
• Must be able to function with limited supervision.
• Must have knowledge of customer service operations.
• Must be able to resolve problems of moderate scope.
• Must have solid knowledge of MS Word and Excel products relating to pivot tables and VLOOKUP functions.
• Must have working knowledge of ERP and CRM solutions.

SUPERVISORY RESPONSIBILITIES: Not Required

High School diploma or equivalent. 5+ Years of prior Customer Service Experience is Preferred. Experience and/or training; or equivalent combination of education and experience.

• While performing the duties of this job, the employee is regularly required to stand, sit, talk, hear, and use hands and fingers to operate a computer and telephone keyboard reach, stoop kneel to install computer equipment.
• Specific vision abilities required by this job include close vision requirements due to computer work.
• Light to moderate lifting is required.

• Office-based environment
• The noise level in the work environment is usually quiet.

TRAVEL REQUIREMENT: Not Required

LifeSync provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

The Age Discrimination in Employment Act (ADEA) forbids age discrimination against people who are age 40 or older. It does not protect workers under the age of 40, although some states have laws that protect younger workers from age discrimination. It is not illegal for an employer or other covered entity to favor an older worker over a younger one, even if both workers are age 40 or older.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.