Senior Account Specialist - SunSetter

Description

Senior Account Specialist - SunSetter

The Best Experience Company:


Our tagline is "The Best Experience Company." More than just a set of words, it represents the essence of who we are at Springs Window Fashions. As North America's premier window covering company, we're committed to creating the Best Experience for our associates, consumers and end users, business partners, and communities. We want you to join our team of passionate self-starters who believe the world is full of Best Experience opportunities. So, if you're excited about the thought of a Best Experience career with a team focused on creating Best Experiences for all, we want to hear from you!


Dealer Customer Care Team


Our Dealer Customer Care team plays a foundational role in our company, and our dealer's success. The Dealer Customer Care team is a dynamic group of service professionals with a history of going the extra mile to support our dealers while building meaningful long-term relationships. The Customer Care team will ensure high level of service, while tackling some of our dealer's most challenging situations. Supported by a dedicated Concierge Services and Field Sales team as well as the industry's best Customer Service, this position represents an exciting opportunity to take this business to the next level.


Mission:


Responsible for supporting the Best Experience philosophy by building and maintaining positive business relationships with our independent dealers. Encompasses, but not limited to, customer support, training, mentoring, high level presentations to customers, etc.


Objectives:

• Provides all aspects of customer service to specific key accounts, i.e., this includes, but is not limited to problem resolution, follow-through and shipment expediting, public relation calls and training (customer service reps and influencers).

• Provides ongoing account specific training on policies/programs, etc., to ensure continued knowledge to customer service reps.

• Daily communication, both verbal and written to internal/external customers (senior level management, Buyers/Merchants, customers, Directors, Account Managers, etc.). Communication can include rollout issues/concerns.

• Work cross functionally to support and communicate account specific needs regarding the NPS process.

• Gain feedback from account managers to recommend program/policy changes to Account Managers and/or Dealer Experience team.

• Define and/or interprets customer program /policy to the satisfaction of both the customer and the Company to assist the CSR with problem resolution.

• Anticipate and respond to customers' needs by proactively identifying potential problems/concerns and working with cross-functional departments to resolve.

• Communicates to management problems affecting the quality of service provided to assigned accounts. Analyze feedback and recommend possible solutions.

Requirements

What We're Looking For:

• High School Diploma required

• Customer Service experience preferred

• Technical aptitude with Web conferencing, PowerPoint and Excel

• Ability to communicate effectively in person, over the phone, and in writing

• Proficient in Microsoft Office

How We Work to Deliver a Best Experience: Our Culture

• Our Core Value: We do the right thing, always

• Our Seven Cultural Behaviors

• Empowerment - We trust our people.

• Ownership - We take 100% responsibility for our roles actions, and results.

• Leadership - We all lead by example and talk direct with respect (DWR).

• One Team - We are One Springs Team.

• Customer First - We consider our customers' needs before every decision.

• Continuous Innovation - We are constantly learning, innovating, and improving.

• Speed - We define priorities and operate with a sense of urgency and agility.