Customer Account Representative

Go Forth

  • High Point, North Carolina
  • 4 days ago

    Highlights

    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. Strong tech literacy, with prior experience using CRM systems (e.g., Salesforce, HubSpot, or industry-specific tools) and cloud telephony/call center software.

    Numbers & Facts

    LocationHigh Point, North Carolina

    Description

    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.

    Similar Jobs

    See more jobs