Strategic Account Support Associate

2 months ago

Phoenix, United States Prepass Full time
About PrePass

PrePass® is North America's most utilized and technologically advanced weigh station bypass and toll payment platform. Proven PrePass technologies enable safe, qualified motor carriers to bypass inspection facilities at highway speeds, saving them time, fuel, and money while reducing emissions. As the only provider to offer bypass and tolling solutions, PrePass technology allows fleets to regain control of toll costs, eliminate toll violations, and automatically resolve max toll disputes. PrePass is the only preclearance system developed, owned, and operated in the United States of America, as well as the American Trucking Associations' only Endorsed Corporate Partner. That's why more than 105,000 fleets subscribe over 750,000 commercial vehicles to PrePass services.

We are looking for a Strategic Account Support Associate to join our dynamic Customer Care team. Reporting to the Supervisor of Customer Service, you will act as a problem solver and customer advocate, working closely with our Account Management teams to deliver outstanding service to our largest and most important customers. You will manage escalations, troubleshoot issues, and provide strategic support to enhance the overall customer experience. The ideal candidate thrives on solving problems, identifying areas for improvement, and collaborating with internal teams to meet and exceed customer expectations. This is a hybrid role, based out of our Downtown Phoenix office.

Key Responsibilities
  • Maintain detailed client portfolios, including contact information, interaction history, and any relevant account details.
  • Manage and prioritize multiple responsibilities, including client accounts, troubleshooting, and identifying opportunities for process and product enhancements.
  • Collaborate with cross-functional teams, including Billing and Sales, to resolve customer issues efficiently and effectively.
  • Stay up-to-date on industry developments and market trends to better serve our customers.
  • Handle special requests for larger customers, including vehicle adds, deletes, transfers, and plate updates.
  • Identify upselling opportunities and take proactive action to enhance client partnerships.
  • Manage inbound customer calls and chats for assigned accounts, ensuring prompt, thorough, and professional responses.
Requirements
What You'll Bring to the Role
  • High school diploma or GED equivalent (required).
  • 2+ years of customer service or sales experience, ideally in a call center or account support environment.
  • Strong analytical and problem-solving skills with a keen eye for detail.
  • Excellent communication skills-both written and verbal-enabling you to connect with clients and internal teams effectively.
  • Proficiency with MS Excel, particularly in creating and maintaining spreadsheets.
  • A customer-focused attitude and the ability to work well under pressure.
  • Presentation skills are a plus.
Preferred Experience
  • Experience in client-facing roles within a fast-paced environment.
  • Ability to multitask and manage shifting priorities with a strong sense of urgency.
  • Familiarity with upselling or identifying new service opportunities within existing client accounts.
Benefits

How We Will Take Care of You
  • Robust benefit package that includes medical, dental, and vision that start on date of hire.
  • Paid Time Off, to include vacation, sick, holidays, and floating holidays.
  • 401(k) plan with employer match.
  • Company-funded "lifestyle account" upon date of hire for you to apply toward your physical and mental well-being (i.e., ski passes, retreats, gym memberships).
  • Tuition Reimbursement Program.
  • Voluntary benefits, to include but not limited to Legal and Pet Discounts.
  • Employee Assistance Program (available at no cost to you).
  • Company-sponsored and funded "Culture Team" that focuses on the Physical, Mental, and Professional well-being of employees.
  • Community Give-Back initiatives.
  • Culture that focuses on employee development initiatives.

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