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About the Role
The Account Specialist supports the Best Experience philosophy by building and maintaining positive business relationships. This role encompasses customer support, training, and high-level presentations to customers.
Responsibilities
- Provides all aspects of customer service to specific key accounts, including problem resolution, follow-through, shipment expediting, public relations calls, and training.
- Provides ongoing account-specific training on policies and programs to customer service representatives.
- Maintains daily verbal and written communication with internal and external customers regarding rollout issues and concerns.
- Works cross-functionally to support and communicate account-specific needs regarding the NPS process.
- Gains feedback from account influencers to recommend program/policy changes to Account Managers.
- Defines and interprets customer programs/policies to ensure satisfaction for both the customer and the Company.
- Anticipates and responds to customer needs by proactively identifying potential problems and collaborating with cross-functional departments for resolution.
- Communicates service quality issues affecting assigned accounts to management and recommends solutions.
- Manages orders, claims, and returns for assigned accounts.
Requirements
- Requires 5+ years of previous related work experience.
- Requires 2+ years of customer service experience.
- Excellent oral and written communication skills (written, oral, listening, and approachable).
- Proficient in MS Word, Excel, and PowerPoint.
- Ability to multitask effectively and perform well in a fast-paced environment.
- Ability to prioritize and balance multiple assignments with strong organizational and planning skills.
- Confident and comfortable presenting to large groups of people (internal/external).
- Integrates process methodology into daily work.
- Looks for innovative ways to streamline work processes across the team.
- Establishes forums to share best practices.
Skills
- Customer service
- Problem resolution
- Communication (written, oral, listening)
- MS Word
- MS Excel
- MS PowerPoint
- Multitasking
- Prioritization
- Organization
- Planning
- Presentation skills
Location
- Remote
Work Type
- Full-time
Experience Level
- 5+ years of previous related work experience
- 2+ years of customer service experience
Salary/Compensations
- $22.00 - $32.00 per hour
- Quarterly bonus of up to 1.5%
Benefits
- Medical insurance
- Dental insurance
- Vision insurance
- 401(k) retirement plan with up to 5% company match
- Life insurance
- Long-term disability insurance
- Short-term disability insurance
- Paid sick time (meets or exceeds all local requirements)
- Paid vacation time
- Paid holidays
About the Company
- Springs Window Fashions is North America’s premier window covering company, committed to creating the Best Experience for associates, consumers, end users, business partners, and communities.
- Mecho and SWFcontract, under Springs Window Fashions’ Commercial Business Unit, are industry leaders in commercial solar shading, commercial grade blinds, and intelligent control systems.
- Known for innovation, design excellence, and sustainable solutions, they partner with architects, designers, engineers, and developers to deliver high-performance window management systems.
- Their products shape projects across healthcare, education, corporate, government, and more.
- They pioneer advancements in manual, motorized, and automated solutions prioritizing occupant comfort, energy efficiency, and design flexibility.