Account & Service Coordinator

Job Summary:

The Account & Service Coordinator is the person Crown's customers call first and trust most, the operational center of the customer relationship, and the person responsible for making sure our large base of existing customers is never left on the shelf. This person closes and sets up service on every inbound call and uses every gap between calls to generate more business.

Day to day, this person handles inbound leads, call-in, web, Shred Nations, and existing customers. When not actively on a customer call, this person mines Total Recall (our CRM) for dormant and underserved accounts, calling and emailing to generate repeat and reactivated business, and uses Total Recall to spot service areas nearing route capacity so outreach can be prioritized there to help keep routes full and efficient.

This person sells on Crown's real strengths, NAID AAA certified, secure on-site destruction, technicians who show up, and a phone that always gets answered, leading every conversation with solutions, not excuses.

The right person is self-directed and takes initiative to generate business rather than relying solely on inbound leads, is comfortable asking for the sale, and takes genuine ownership of the customer relationship. They work well with the Operations team and their fellow Customer Service teammates to get service done right, and bring energy, follow-through, and a positive attitude to a fast-paced, ever-changing environment where customer satisfaction is priority #1. 

Compensation: $18.00 to $20.00 per hour depending on experience.

Education and Experience:

High School Diploma minimum, with at least 2 years' experience in Customer Service and Sales.

Job Requirement:

Employment is contingent upon the successful completion of a pre-employment drug screening and local, state and federal background checks.

Schedule:

Monday - Friday, 8:00 AM to 5:00 PM

Job Description:

• Manage inbound customer inquiries from phone calls, web leads, Shred Nations, and existing accounts by providing quotes, closing sales, scheduling services, and identifying opportunities to cross-sell shredding, electronics recycling, scanning, and secure records storage services.

• When not on an active customer call, proactively mine Total Recall for dormant and underserved accounts, calling and emailing to generate repeat and reactivated business.

• Maintain complete, accurate Total Recall records on every customer touch, inbound or outbound, updating all relevant account, service, and pricing details in real time. Every touch is also a CRM touch, so the record is never stale or incomplete.

• Understand Crown's services and processes well enough to clearly explain what we do, how the service works, and how it's priced, and confidently quote pricing to customers.

• Use Total Recall and Outlook calendars to find the best available service date for the customer, and when their existing date is already the best option, communicate that diplomatically.

• Use Total Recall to identify service areas nearing route capacity and prioritize outreach to accounts in those areas, helping keep routes full and efficient.

• As a member of the Customer Service team, work closely and collaboratively with fellow team members and the Operations team to get service done right.

• May be asked to perform other office tasks as needed.

Technology Skills:

• Proficient with Microsoft Outlook and Microsoft Office.

• Comfortable learning new software, including Total Recall that houses our CRM.

• Experienced with multi-line phones and other standard office equipment.

Personality Traits: 

• Natural sense of urgency.

• Strong interpersonal and communication skills; demonstrates a pleasant demeanor with customers and staff.

• Works well in a team environment (positive, can-do attitude).

• Proactively identifies conflicts, then seeks out and implements solutions.

• Growth oriented (receptive to learning new processes, systems, and skills).

Benefits:

• Competitive hourly pay

• 401(k) with company match

• Health, dental, and vision insurance

• Paid time off and holidays

• Opportunities for professional development and advancement

• Supportive team environment

Crown Information Management is an equal opportunity employer and does not unlawfully discriminate based on race, color, religion, sex, national origin, marital status, age, sexual orientation, gender identity characteristics or expression, disability, medical condition, U.S. Military or veteran status or other legally protected classifications in making employment decisions.