What are the responsibilities and job description for the Account Relations Manager position at Forever Clean?
Job Title: Account Relations Specialist
The primary goal of this role is to ensure an exceptional customer experience for clients requiring portable toilets, dumpsters, temporary fencing, and other site services. Key responsibilities include:
- Customer Support: Serve as the main point of contact for clients via phone, email, and other communication channels. Provide clear, accurate information about our full range of services.
- Customer Experience: Deliver a world-class experience by addressing inquiries in a timely, friendly, and professional manner. Exceed expectations by providing exceptional service at every touchpoint.
- Order Processing: Assist customers with booking services, scheduling deliveries and pick-ups, and confirming orders. Ensure all service details are accurately logged into our system.
- Problem Resolution: Effectively handle customer complaints and service-related issues, offering solutions that align with our company values of excellence and client satisfaction.
- Follow-up Communication: Conduct follow-up calls and emails to ensure clients are satisfied with the services provided and gather valuable feedback to improve our offerings.
- Account Management: Maintain and update customer accounts to ensure that all service agreements, billing information, and service schedules are accurate and up-to-date.
- Collaboration: Work closely with internal teams, including operations, logistics, and sales, to ensure seamless service execution and customer satisfaction.
- Documentation: Keep detailed records of all customer interactions, orders, and transactions for internal tracking and reporting purposes.
Key Requirements:
- Strong Organizational Skills: Ability to manage multiple tasks, prioritize effectively, and maintain an organized workflow in a fast-paced environment.
- Effective Communication Skills: Strong verbal and written communication skills to interact clearly and professionally with customers.
- Proficiency in CRM Tools: Experience using CRM systems and software to track customer interactions, manage accounts, and ensure service execution.
- Sales Knowledge and Experience: A background in sales, with an understanding of customer needs, relationship building, and the ability to upsell services as needed to meet client requirements.
