Customer Service Account Manager

Job Purpose

The Account Manager must be a highly motivated individual possessing excellent communication skills, with the ability to maintain customer satisfaction by communicating with our customers, finding a means for resolving any outstanding service issues and following up to ensure satisfactory resolution.

He / she must be an initiator with a dedication to providing excellent service, follow-up and attention to detail.

Essential Functions and Responsibilities

• Is continually logged in to the ACD system so that they are available to take customer and driver calls, ensuring an even work load and that all issues are addressed promptly and professionally.
• Resolves customer dissatisfactions by planning and directing the receipt, investigation, evaluation, and settling of complaints and claims;

following up with customer; personally, resolving difficult situations.

• Obtains photographs and submits them to CS Photos to assist in determining the cause of any customer issues and the best resolution for the customer and FLS.
• When issues arise through manufacturer defect or delivery damage, note any allowances issued accordingly so that the responsible party is held financially accountable through FAS entries.
• Review technician invoices when received to ensure charges are paid by the appropriate party.
• Maintains inter- and intradepartmental workflow by fostering a spirit of cooperation.
• Contributes to team effort by accomplishing related results as needed.
• Manages given accounts.
• Relays necessary information to the customer that comes from internal departments at FLS.
• Answers and returns all phone calls and messages on a consistent basis.
• Works task manager on a daily basis.
• Records all necessary information in Service Pro.
• Responds to customers on the premises when necessary.
• Responds to and distributes action request forms to and from other departments / individuals.
• Communicates with the Sales Support Manager when additional assistance is needed from sales.
• Generates a pick-up / work order / exchange when necessary.
• Generates allowances, credit memos, and claim forms.
• Performs various related duties as required.
• Arrive punctually and consistently for work for normally scheduled eight-hour days, five days a week. Additional hours may be required as needed.
• Other duties assigned by supervisor.
• Be open to suggest any ideas for improvement.
• The job duties are not limited to the items as described above, duties can be added or changed at any given time.

Competencies

• Accountability
• Communication
• Customer focus
• Integrity
• Problem Solving
• Teamwork

Required Education and Experience

High School Diploma or equivalent with three or more years of customer service experience.

Preferred Education and Experience

• College degree preferred
• 3+ years’ experience working in Customer Service or related field.

Working Conditions

This job operates in a professional office environment. This role routinely uses standard office equipment such as laptop computers, photocopiers and smartphones.

Physical Requirements

While performing the duties of this job, the employee is regularly required to talk or hear. Specific vision abilities required by this job include close vision and ability to adjust focus.

This would require the ability to lift files, open filing cabinets and bend or stand on a stool as necessary.