SUMMARY:
The Account Specialist is the main point of contact to external customers. Provides on time response to customer inquiries with immediate and thorough resolution to customer challenges and problems. Handles escalated customer issues for customer team. Maintains service order database. Monitor service orders and customer third party systems ensuring on time completion and updates. Completion of administrative tasks.
DUTIES AND RESPONSIBILITIES:
• Create standard scope proposals and distribute to customers based on the contractual
guidelines and pricing. Follow up as required for timely execution.
• Examine and analyze service order requests from customers; prioritize and dispatch to the appropriate partner and ensure acceptance.
• Proactively identify and resolve service order processing issues in a timley manner to ensure on time completion and compliance with client SLA's. Escalate service order issues as needed.
• Review and comprehend customer contracts of designated team to ensure service level agreements are met, per customer specifications.
• Receive and handle all escalated customer issues, providing one step resolution when
possible and recommending process improvements to prevent reoccurrence.
• Respond timely to customer emails and phone calls, providing an escalated level of
customer service.
• Compiling and distributing of customer reports and schedules and PO's to meet
customer reporting and SLA requirements.
• Provide feedback to manager regarding process improvements.
• Maintains service order database of customer locations, service requirements,
agreements, and schedules. May require coordination with other departments.
- • Performs other related duties as assigned by management.
