Customer Service and Account Manager

2 months ago


Central Auckland Statistical Area, New Zealand Rowan Energy Full time

We are seeking a highly motivated and customer-focused individual to join our team as a Customer Service and Account Manager.

About the Role

This is a remote position where you will be responsible for providing exceptional customer service and support, handling account receivables and collections from delinquent clients. As a key member of our organization, you will play a crucial role in ensuring customer satisfaction and maintaining positive client relationships.

Responsibilities:
  • Customer Support:
    • Respond promptly to customer inquiries via phone, email, or live chat, addressing their concerns and providing accurate information.
    • Assist customers in troubleshooting product or service-related issues, guiding them through the resolution process.
    • Ensure timely and effective resolution of customer complaints, escalating complex issues to the appropriate departments when necessary.
    • Maintain a high level of product knowledge to effectively address customer inquiries and provide appropriate solutions.
  • Account Receivables and Collections:
    • Monitor and manage accounts receivables, ensuring accurate and timely invoicing to clients.
    • Follow up with customers regarding outstanding payments, providing friendly reminders and facilitating the collection process.
    • Collaborate with the finance team to resolve any billing discrepancies or disputes, ensuring prompt resolution and maintaining positive client relationships.
    • Utilize collection software and tools to track and document all collection activities, maintaining accurate and up-to-date records.
  • Relationship Management:
    • Build and maintain strong relationships with clients, serving as their primary point of contact for all customer support and account-related inquiries.
    • Proactively identify opportunities to enhance customer satisfaction and loyalty, providing personalized assistance and tailored solutions.
    • Collaborate with cross-functional teams, including sales and product development, to address customer needs and improve overall customer experience.
Requirements

To be successful in this role, you should have:

  • A high school diploma or equivalent; a bachelor's degree is preferred.
  • Previous experience in customer support or a related field is highly desirable.
  • Strong communication skills, both written and verbal, with the ability to effectively convey complex information to customers.
  • Excellent problem-solving and decision-making abilities, with a keen attention to detail.
  • Proficiency in using customer support software and tools.
  • Familiarity with accounting principles and practices is a plus.
  • Ability to work independently and in a team-oriented environment.
  • Exceptional time management and organizational skills, with the ability to prioritize tasks effectively.
What We Offer

We offer a competitive salary range of $55,000 - $70,000 per year, based on experience, as well as a comprehensive benefits package, including:

  • Paid time off - vacations days, personal days, sick leave.
  • Flexible work schedule options.
  • Work from home/remote work capabilities.
  • Professional development & continuing education opportunities.
  • Tuition assistance or reimbursement.
  • Comprehensive medical, dental & vision insurance.
  • Retirement planning - 401(k), matching contributions.
  • Company equity or stock purchase plans.
  • Wellness perks - gym discounts, activity tracking programs.
  • Employee assistance program access.
  • Work anniversary rewards & milestone recognition.
  • Product/service discounts.
  • Referral bonus program.
  • Modern technology resources & tools.
  • Collaborative team environment.
  • Leadership growth.


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