Customer Account Representative

Required Qualifications

• 2-3 Years Experience in data entry, administrative support, call center operations, or a phone-based customer service role.
• Excellent verbal communication and phone etiquette, with a clear, articulate, and empathetic communication style.
• Exceptional attention to detail with a track record of maintaining high accuracy under tight timelines while juggling live call interactions.
• Strong written and verbal communication skills, with the ability to provide clear, professional feedback to internal teammates and external customers.
• Experience using spreadsheets, email, and other basic office software.

Preferred Qualifications

• Bachelor’s degree or 3-5 years of demonstrated experience
• Strong tech literacy, with prior experience using CRM systems (e.g., Salesforce, HubSpot, or industry-specific tools) and cloud telephony/call center software.Customer Account Representative Stretch Goals:

Proficiency Pillars (Metrics):

• Maintains an account setup accuracy rate of 98.5% over a rolling 90-day period.
• Consistently meets or exceeds daily queue/volume targets while maintaining optimal First Call Resolution (FCR) rates and low average call handle times (AHT).

Knowledge Milestones (Skills):

• Mastery of all standard CRM billing, subscription, and account configurations.
• Demonstrated ability to identify and correct basic data mismatches during live phone interactions without assistance.
• Advanced call control and de-escalation skills when addressing account or billing disputes.
• Trend Analysis & Process Improvement: Identify recurring upstream errors in CRM entries, document systemic bottlenecks, and formulate actionable feedback and process recommendations for Sales Team Leads and department leadership.
• Systemic Workflow Navigation: Understand multi-layered CRM and telephony systems to effectively evaluate how individual account adjustments impact downstream reporting, billing cycles, and cross-functional teams.

Cohesion & Leadership (Silo-Busting):

• Can professionally draft and deliver "error feedback logs" back to leadership when data entry rules or sales-to-service handoffs are missed.