Account Support Representative

7 days ago

RaleighDurham, 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

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