Account Representative
Recycle Track Systems, United States
Job Description
Job Summary
The Customer Success Account Representative will manage RTS client relationships and report to the Director of Customer Success.
The successful candidate will serve as a single point of client account management, handling day to day client requests and escalations. In addition, they will work closely with the assigned sales representative as well as the appropriate internal RTS departments to ensure proper coordination and client communication.
Customer Support Representative Responsibilities:
Provide daily RTS client support to assigned customer segment (mid-market and public sector accounts), including but not limited to:
Responds to inbound client requests through various communication channels (i.e. customer portal/phone/email) based on assigned segment or territory.
Directs requests to appropriate departments/individuals, coordinates with operations, or escalates through appropriate channels.
Manages appropriate client information/updates based on assigned areas of responsibility.
Responsible for documenting requests and customer communication, or if appropriate closing out tickets in CRM.
Communicates with Sales, Operations, Billing etc. regarding client satisfaction issues.
Completes and maintains a variety of reports as directed.
Respond and/or coordinate response with operations team to client service issues to point of resolution. Follow-up as required.
Coordinate on-demand and added services with the appropriate internal RTS departments, including client follow up as well as confirming service completion.
Must take consultative approach in the on-boarding process and provide ongoing customer education (i.e. recycling or special waste procedures, etc.)
Act as key point of contact or point of escalation for clients when needed, including after hours and weekend access.
Responsible for contract renewals.
Responsible for preparation for and execution of client meetings as appropriate.
Qualifications
The requirements listed below are representative qualifications necessary to perform the job.
Key Skill Set: Strong written and verbal communication skills, resourceful, a problem solver, critical thinker, organized, attention to detail and follow-through. Someone who is also adept at communicating with parties of all levels with courtesy and respect, but who can also be firm and persuasive when needed. An individual who demonstrates leadership and provides subject matter expert knowledge in waste and recycling and day to day operations.
Qualifications amp; Experience:
High School Diploma/GED; Bachelor’s degree preferred
Minimum three (3) years of customer support and / or account management experience
Proven effectiveness coordinating with management teams, vendors, and consultants.
Proficiency with Microsoft Office Suite.
Knowledge of waste, recycling, compost and other waste related issues a plus.
Excellent communication skills, both writing and speaking.
Ability to communicate effectively with various audiences, including sustainability leaders, government officials, executives, and maintenance staffs.
Must be capable of taking initiative and take a collaborative in the customer journey.
Analytical thinker with ability to solve complex problems.
Detail oriented and organized with proven experience in managing multiple clients and their requests simultaneously.
Waste industry/facilities/logistics experience preferred.