Customer Experience Account Manager, Residential

Location; Richmond, CA

Job Description

The Customer Experience Account Manager – Residential, will be responsible for providing excellent customer service to customers. The Customer Experience team supports internal and external customers by providing helpful information, addressing needs, and accelerated solutions all while delivering exceptional customer service at every interaction. Reporting to the Customer Experience Manager, this position will follow all communication procedures, guidelines, and policies to ensure consistency and foster sustainable customer relationships.

• Daily customer facing interaction via website, email, and phone calls
• Understanding customer needs, ability to determine cause of the problem, and provide an expedited resolution
• Provide superior customer service and communication to internal and external customers
• Work with Customer Experience Manager to ensure proper customer service is being delivered
• Identifies opportunities to update or improve customer service procedures and makes recommendations to the Customer Experience Manager / Director of Customer Experience or other appropriate staff
• Maintenance of customer accounts, keeping accurate and detailed records of interactions, including inquiries, changes, complaints, or comments
• Order management and support of assigned Sales Representative territory
• Cultivate lasting customer relationships and proactively go above and beyond to foster engagement
• Adhere to company communication procedures, guidelines, and policies
• Effectively communicate customer feedback about products to the relevant internal teams
• Actively listens to customers and handles stressful situations with compassion and empathy
  
  

Qualifications

• Three or more years of customer facing service experience
• Have a high school diploma or equivalent
• Experience with AS400, preferred
• Advanced proficiency in Microsoft Office Suite (Outlook, Word, and Excel)
• Aptitude for learning new software and systems
• Professional communication and interpersonal skills
• Ability to multi-task, work independently and/or within a team, pay attention to detail and meet deadlines
• Committed to excellence and high-quality work performance
• Ability to prioritize, maintain confidentiality, and operate with patience and integrity in a rapidly changing environment is required
  
  

Platinum Resource Group is a professional level consulting firm, providing resources to Fortune 1000 client companies in the areas of technology, human resources, accounting, finance, business systems and supply chain, on a contract and interim basis. PRG has operations in Orange County, San Diego, Los Angeles and San Francisco. As a W2 employer we offer our consultants direct deposit bi-weekly payroll, health, dental, vision benefits, paid holidays, and referral bonuses.