Account Coordinator II
Job Location:
Richardson, TX - USA
Monthly Salary:
Posted on:
Vacancies:
Job Summary
Welcome!
Highly visible role utilizing Advantage and Service Experts knowledge along with above average soft skills to resolve escalated customer complaints of Advantage Program participants. Receives maintains & facilitates communication with Field Leadership with the uniform goal of maintaining the integrity of the customer relationship. Liaison between the customer and other supporting departments to effectively reach a mutually agreeable resolution. Provides administrative support by following the standardized processes and procedures set forth for specialized programs. Work is performed under general supervision with latitude for decision making within assigned guidelines.
Key Responsibilities:
Action customerescalations received from the customer care team & local service center.
Receive investigate & manage customer complaints to full completion within the defined service level targets.
Protects the integrity of data per company and General Accounting Practices.
Manage and track all escalations and the reason via multiple internal systems.
Partner with 20 US Service Center POCs to resolve customer complaints.
Facilitates all asset transfers and customer information updates.
Facilitates buy out requests to include calculation of the buyout amount approval from leadership communication with the customer and acquisition of the customer approval.
Useretention strategies via phone and email to reduce early terminations.
Processes all received payments via standard protocol andfacilitatesall refund requests.
Communicateregularly with leadership regarding any trends or areas of opportunity.
Represents the company professionally honestly and ethically in all business matters and activities.
Other duties as assigned.
Required Qualifications:
High school diploma with a minimum of 3 years advanced customer service or complaint resolution experience.
Ability to de-escalate and be persuasivein order toreach a mutual resolution.
Ability to learn and follow companyprocessesand procedures.
Highly organized & detailed oriented.
Excellent follow through skills.
Ability to maintain confidentiality of customer information and other sensitive data.
Ability to work well under pressure.
Ability to multitask in a busy work environment and to organize and manage multiple priorities.
Excellentcustomer serviceskills verbal and written as well as interpersonal skills to include effective customer complaint resolution and the ability to work with a diverse customer population.
Working knowledge of Customer Relationship Management Systems Microsoft Word and Outlook software applications.
Utilizes various computerized systems and software to perform tasks.
Ability to communicate effectively both externally & internally including up to the Executive Leadership in a pleasant business-like and customer-focused manner.
Ability to work effectively and productively in both a team environment as well as independently.
Minimum Experience: 4
Years Minimum Education: High School Diploma/GED
Service Experts Heating & Air Conditioning is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race color religion sex national origin disability status protected veteran status or any other characteristic protected by law.
The job description is not intended to be a complete list of all responsibilities duties or skills required for the job and is subject to review and change at any time with or without notice in accordance with the needs of Service Experts.
Service Experts is committed to making our workplace accessible to individuals with disabilities and will provide reasonable accommodations upon request for individuals to participate in the application and hiring process. To request an accommodation please email
Required Experience:
IC
