Job Description: Account Service Representative (ASR)

Job Summary:

Account Service Representative (ASR) supports our market leading driver safety data and software solutions for commercial fleets. The role’s responsibilities include implementing new customers, resolving customer queries, recommending solutions, and guiding product users through features and functionalities. To be successful in this role, you should be an excellent communicator who is able to earn our clients’ trust. You should also be familiar with help desk software and CRM systems. Ultimately, you will ensure excellent service standards and maintain high customer satisfaction.

Responsibilities:

• Manage customer accounts – maintain and retain customers through proactive service
• Resolve product and service problems determining the cause of the problem and offering the best solution to solve the problem
• Lead role in customer implementations of any of the tools in our product suite
• Identify customer needs and help customers use specific features and reports
• Inform customers of new product features and functionalities
• Provide training sessions for new users, whenever adding new products to ensure the customer understands how to use the tools to get their value of return
• Assist with state compliance audits of customers as required
• Follow communication procedures, guidelines, and policies with the customer regarding data, MVR documents, and individual state requirements
• Update our internal CRM databases with information about technical issues and useful discussions with customers
• Gather customer feedback and share with our Product, IT, Sales and Marketing teams
• Analyze and report product malfunctions to our help desk
• Build sustainable relationships of trust through open and interactive communication and going the extra mile to engage customers

Qualifications and Skills:

• 3-5 years experience supporting software and data solutions
• Proven customer account management and support experience
• Experience managing customer account retention and growth successfully
• Strong phone contact handling skills and active listening
• Excellent communication, presentation, conflict, and problem-solving skills
• Ability to multi-task, prioritize and manage time effectively
• Attention to detail
• Patience when handling tough cases
• Experience using help desk software, SalesForce, and remote support tools
• Positive attitude and
• People and team oriented
• Experience working with commercial fleets is a definite plus

Job Type: Full-time

Pay: $60,000.00 - $65,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• Monday to Friday

Work Location: Remote

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