Administrative Skills, Analysis Skills, Communication Skills, Computer Skills, Customer Service Management, Customer Support/Service, Customer/Client Research, Detail Oriented, Network Administration/Management, Presentation/Verbal Skills, Relationship Management, Reseller Channel, Sales, Sales Management, Salesforce.com, Team Player, Track Customer Issues, Writing Skills
Description
The Account Services Specialist plays a vital role in shaping the experience of our new and existing Brivo Reseller partners. The core focus is providing proactive support and managing administrative activities essential for maintaining a strong reseller network. The Account Services Specialist acts as a central communication hub, developing relationships with Brivo Resellers and internal stakeholders, including the sales team.
Key Responsibilities
The role involves a mix of administrative tasks, direct communication, and relationship management:
- Reseller Management: Creating and managing new agreements for onboarded Brivo Resellers.
- Customer Contact: Serving as the first point of contact for resellers via phone and web-based support, and responding to requests via email/phone.
- Processing: Reviewing, approving, and processing essential account service requests related to Brivo products and reseller accounts.
- Communication & Data: Managing all account service activities, communicating with internal stakeholders and resellers, and maintaining sales and customer records in Salesforce.
- Proactive Outreach: Executing regular proactive outbound communications and conducting ongoing follow-up to support reseller success. This includes proactively reaching out to resolve concerns and being willing to pick up the phone to resolve confusion.
- Escalation: Communicating important customer feedback internally and escalating complex issues to management.
- Collaboration: Working across multiple departments to achieve favorable customer outcomes.
Benefits
The ideal candidate should possess a blend of customer service, administrative, and technical skills:
- Experience: 2+ years of account service experience, either working directly with customers or within a dealer/reseller network. Strong administrative and customer service experience is required, with account services and/or account management experience noted as a plus.
- Technical/System Skills: Experience with Salesforce is a must and being IT-savvy with the ability to quickly learn new systems and tools.
- Soft Skills & Attributes:
- Exceptional attention to detail.
- Proactive nature (desire to stay up-to-date, ask questions, and look for efficiency).
- Strong analytical and communication skills (both oral and written).
- Task-oriented team player with a desire to efficiently complete work each day.