Customer Service Representative

The Customer Service Representative serves as both the primary customer support contact and the strategic partner for key accounts. This role blends traditional customer service responsibilities with account management, consultative selling, and revenue growth initiatives. The position requires exceptional communication, relationship-building, and problem-solving skills to ensure client satisfaction, retention, and long-term business growth.

Essential Duties and Responsibilities
Customer Service & Support
• Respond to customer inquiries via phone, email, chat, or in person.
• Resolve product or service issues by clarifying needs, determining causes, and providing appropriate solutions.
• Maintain accurate records of interactions and transactions in internal systems.
• Escalate complex issues to appropriate teams when needed.
• Process orders, applications, and requests accurately and efficiently.
• Provide product and service information, updates, and policy guidance.
Account Management & Growth
• Develop and maintain strong, trusted relationships with key strategic clients, serving as their primary point of contact.
• Identify and pursue new revenue opportunities through cross-selling, upselling, and contract renewals.
• Understand client needs, challenges, and goals, offering tailored, consultative solutions.
• Create and execute account plans, setting growth and retention goals with measurable performance metrics.
• Collaborate with internal teams (product, marketing, customer service) to deliver solutions aligned with client expectations.
• Address and resolve client concerns, ensuring satisfaction and long-term retention.
• Deliver product presentations, training sessions, and business reviews to clients.
• Track and report on account activity, sales performance, pipeline status, and market opportunities.
• Stay informed on industry trends, competitive activity, and market shifts to identify risks and opportunities.
Other Duties
• Perform additional tasks as assigned to meet business needs. Responsibilities may be adjusted based on organizational priorities.

Competencies
• Analytical
• Problem Solving
• Critical Thinking
• Communication
• Adaptability
• Organizational & Planning