Facilitates customer service follow up program and supports the account management team in handling accounts.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Facilitates our customer service follow up program by contacting customers following their reported incidents. Goal is to ensure they are satisfied with the level of service they received, the challenge is resolved and to see if there are any other areas where we can provide assistance.
Responsible for coordinating “Secret Service” programs throughout the company. Goal is to find better way to serve our customers above and beyond their expectations.
Serves as back up for the Account Management team – ensuring that the customer issues are logged in the HelpDesk, and resolved in a timely manner. Researches challenges and creates summaries for the Account Management Coordinators to use in supporting their customers.
Facilitates our on-site training follow up program by contacting customers who have scheduled on-site visits to ensure that they were satisfied with the service they received as well as collect ideas for improvement.
Facilitates the scheduled call cycle to corporate accounts’ individual locations to check in and determine their needs for our support.
Supports the Accounts Management team by collecting feature requests for development and submits them to the ET Development Team for approval. Communicates the approval to the customer and informs them of the expected release date.
Maintains a weekly log of interactions with each account – noting the status of each. Provides this document weekly (Fridays) to the Account Management Team.
Share ideas for how to better communicate with and service our accounts.
Participates in weekly Account Management team meeting.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EDUCATION and/or EXPERIENCE
One to two years college or technical school preferred; high school diploma or GED required; one to two years related experience and/or experience; or equivalent combination of education and experience.
Neill Corporation - 2 years ago