Customer Account Support Specialist

Customer Account Support Specialist

The Customer Accounts Support Specialist has two main objectives: provide routine account maintenance support to existing customers and drive new revenue growth through consultative selling within a defined base of current customers. Position will be responsible for building long-term, mutually beneficial relationships with customers in a way that facilitates account/service expansion and by providing information in response to routine inquiries.

Key Responsibilities

• Serve as the first level of support to existing customers including timely responses to customer calls/emails and ongoing account maintenance.
• Responsible for growing new business from existing customers, including working closely with manager to expand and upsell UniversalLanguage's portfolio.
• Sustain rapport with key accounts by exploring specific needs, anticipating new opportunities and making periodic visits/check-ins, including routine monthly check-ins.
• Successfully manage assigned customer accounts by developing customer action plans, objectives and solutions, monitoring account performance, and conducting routine check-ins for accounts managed.
• Negotiate rates, emphasize longer contract duration and multi-product language solutions with current customers.
• Identify, engage, and close new lines of service with customers that represent opportunities for growth.
• Effectively communicate the efficient and accurate transition of customer's account after the sales cycle closure and during hand-off to other applicable departments such as Contact Center, Billing and Talent Acquisition.
• Onboard new customers by providing guidance on how to use services, including available technology such as the online scheduling portal, FaceTok application and OPI phone system through a variety of methods such as user guides, providing demonstrations/tutorials and attending meetings.
• Assist with customer implementations, including on-site setup of equipment and technology. Build and deploy FaceTok video remote interpreting stands, deliver brief user demonstrations, and ensure customers understand how to access and use available services.
• Provide basic technical troubleshooting and on-site support for customers. Diagnose issues with customer devices or installed equipment, coordinate repairs, and perform on-site resolutions when needed to maintain service continuity.
• Resolve customer complaints, acting as an interdepartmental hub when needed to monitor progress, relay outcomes, and verify issue remains resolved.
• Collect and analyze customer data to understand behavior and changing needs.
• Generate weekly, monthly, and quarterly reports, tracking metrics as needed.
• Generate weekly and ad-hoc reports for management, and clients as needed.
• Special projects as assigned.
• Performs other related duties as assigned by management.

Supervisory Responsibilities

No supervisory experience

Qualifications

High School Diploma or equivalent required. Bachelor's Degree (BA) from four-year college or university preferred, or one to two years of related experience and/or training, or equivalent combination of education and experience.

Computer skills required: Proficiency with standard office software and strong general computer literacy. Ability to learn and navigate internal customer-facing systems, mobile applications, and scheduling/communication platforms. Basic troubleshooting competency, including familiarity with common device functions, connectivity basics, and simple application setup.

Knowledge, Skills, Abilities, Competencies

Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.

Interpersonal Skills - Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.

Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.

Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.

Strategic Thinking - Develops strategies to achieve organizational goals; Understands organization's strengths & weaknesses; Analyzes market and competition; Identifies external threats and opportunities; Adapts strategy to changing conditions.

Physical Demands and Work Environment

Occasionally required to stand or walk

Frequently required to sit

Frequently required to utilize hand and finger dexterity

Frequently required to talk or hear

While performing the duties of this job, the noise level in the work environment is usually quiet

The employee may occasionally lift and /or move more than 50 pounds.

Occasionally requires in-state and out-of-state travel

Ability to use computer and office equipment

Remote work environment (remote or hybrid staff only)