Benefits:

401(k)

401(k) matching

Bonus based on performance

Dental insurance

Health insurance

Paid time off

Profit sharing

Vision insurance

Position Overview: The Dedicated Account Representative serves as the primary point of contact for customers, ensuring a high level of customer retention and satisfaction. This role focuses on proactively managing customer accounts and providing a hand-held experience for the client to feel supported. The representative will act as a secondary voice to support customer retention efforts, identifying weaknesses in sales and service interactions and offering targeted coaching for improvement.

Key Responsibilities:

Customer Retention & Support: Act as a dedicated resource to salvage and retain customers, addressing concerns before they escalate.

Performance Monitoring: Observe and evaluate company representatives' interactions, providing real-time feedback and coaching to enhance their performance.

Customer Engagement: Maintain strong relationships with clients by ensuring their needs are met and proactively resolving issues.

Coaching & Development: Identify individual rep weaknesses and provide strategic coaching to improve communication, problem-solving, and negotiation skills.

Data & Reporting: Track customer interactions, trends, and account activity to identify areas for improvement and implement necessary adjustments.

Collaboration: Work closely with sales, support, and leadership teams to align strategies that enhance overall customer satisfaction and account growth.

Escalation Management: Serve as a secondary voice in critical customer interactions to de-escalate issues and improve customer retention.

Qualifications & Skills:

Being bilingual is a plus!

Previous experience in account management, sales, or customer service

Strong communication and problem-solving skills

Ability to analyze performance metrics and provide constructive feedback

Experience in coaching or mentoring a team is preferred

Proficiency in CRM and customer tracking tools

Ability to manage multiple accounts and prioritize tasks effectively

Benefits

Opportunity to grow with a company that values a family-oriented culture

Flexible work environment

Fun office events and a laid-back atmosphere

401(k) with company matching

Health, Dental, and Vision Insurance

Paid time off

Profit-sharing opportunities

Pension plan

Availability

Schedule: Monday - Friday

Hours: 7:30 AM - 4:30 PM

Why Join Us? This role offers an opportunity to make a direct impact on customer satisfaction and company success. By working closely with both customers and internal teams, the Dedicated Account Representative plays a crucial role in improving service quality and retention strategies.