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Account Support Representative

4 months ago

RaleighDurham NC United States WorkSmart IT Full time
Description

The Account Support Representative position supports the Client Success team throughout the sales cycle and plays an integral role in delivering excellent customer service through preparing fast and accurate service plan contract quotes. This role will have direct communication with clients including follow up, inquiry correspondence, and proactive communication. This role will be in regular communication and coordination with other departments to resolve inquiries quickly. Your duties will include providing prompt and accurate sales support to promote customer loyalty, increase service plan adoption, and drive revenue.

Requirements

Create service plan quotes for existing clients ensuring transactions are complete, accurate, timely, and aligned with internal processes and guidelines.
Modify, update, and maintain service plan quotes and associated documentation, processing, and communicating changes.
Coordinate with Client Success team on recommendations and service plan adoption proposals to support the sales process.
Coordinate with Client Growth team on sales initiatives to grow monthly recurring revenue.
Coordinate with service team members on information requests and project team members on service plan changes.
Support managing sales opportunities and keep tickets/opportunities/activities up to date.
Scheduled follow-ups with clients on open proposals and assist with communication from clients to explain quotes and make changes, as needed.
Plan and initiative proactive communication when needed.
Attend company, client, and vendor events as appropriate.
Other Account Support, Client Success, and Client Growth team initiatives as relevant to the role.
Report key metrics weekly.

Key Metrics

Service Plan dollars quoted
Recommendations and quotes processed and delivered
Speed and accuracy of quotes

You'll also need:

3+ years' experience working in customer service, accounting, contract administration, or sales support.
Associate degree in business administration, sales, or another relevant field
Strong attention to detail and understanding of impact on success.
A passion for learning new things.
Ability to work in a fast-paced, team-oriented environment with team members.
Ability to problem solve independently.
Excellent customer service skills internally and externally.
Excellent communication (written and oral) skills.
Excellent documentation, time management skills and record-keeping skills.
The desire and ability to learn new technology.

Bonus points for experience with:

Contract proposals

Quoting and CRM systems

Product and service research

Driving Revenue

Sales Initiatives

This is a hybrid position. Employees will work both on-site and remotely.

Benefits

This is a full-time salaried position with excellent benefits.

Overtime pay, even though it is a salaried position (Fluctuating Work Week)
Health, Dental, and Vision insurance
Short and Long-Term Disability, plus Basic Life, at no cost to you
401(k) with corporate match
Wellbeing reimbursement
Up to 4 paid days per year for volunteer activities

Core Values

Our core values define our culture and how we approach working with clients, hiring new teammates, and rewarding each other, and they even allow us to consider when someone is not a good fit. We all use these core values as a filter through which we make decisions. And by embodying these values as an organization and as individuals, we will continue to grow and succeed.

Do the Right Thing

Choose the right thing, even when it's hard
Opt for flexibility when it makes things better
Bring both heart & hustle

Put People First

Care about the person behind the screen
Show compassion
Cultivate collaboration

Own It

Be the start of the solution
Bring the right people in
Commit to the outcome

Be Curious

Ask questions in tough situations
Seek to understand diverse perspectives
Try new things; embrace uncertainty