Client Experience Specialist

Job Title: Client Experience Specialist - National Accounts

Department: National Accounts

Reports To: Director of National Accounts

BASIC FUNCTION: Coordinating all national activity between the branch location and the account. Answering account questions, resolving complaints, and addressing emergency issues when needed. Handling the account quickly and efficiently to achieve the highest level of account satisfaction.

RESPONSIBILITIES:

• Maintain open communication with AFR’s National Accounts regarding their orders, issue resolution, invoicing questions and concerns.
• Create cost analysis and quotes based on customer needs. Compose master lease to mirror quote.

• Maintain team folders• Create Kit to mirror updated quote

• Work with the Customer Service National Account Team to ensure seamless communication is maintained when contacted by their accounts.
• Train new staff members on policies, practices and NAV program
• Maintain national account customer cards to include accurate information for accounting contacts
• Prepare biweekly aging reports by collecting and analyzing information pulled from NAV for all national accounts.
• Review all contracts prior to invoicing for accuracy. This includes working with operations to make sure all dispatch documents are posted, in order to eliminate delays with monthly invoicing.
• Create/Send monthly Invoices for all national accounts
• Utilize the customer’s ledger to make collection efforts and discuss open invoices and account balances.
• Pull checks to evaluate payment, and educate the client on the information needed to apply payments correctly
• Create/ Send Credit Memos, and Apply or Move Payments when needed
• Research leads and pass on to Account Manager to pursue
• Other duties requested by Account Manager as needed

SKILLS:

• Oral and written communication skills
• Customer relations, customer service and interpersonal relation skills
• Organization, planning, time management skills
• Professionalism and diplomacy skills

EDUCATION/TRAINING:

Degree: Bachelor’s or Equivalent

EXPERIENCE:

Prior Installation experience required