National Accounts Customer Care Specialist

Job Summary

TELECO is seeking a customer-focused, organized, and proactive National Accounts Customer Care Specialist to support our national customer accounts. This position serves as a primary point of contact for customer inquiries, product support, user assistance, service scheduling, and installation coordination.

The ideal candidate enjoys building strong customer relationships, managing schedules, coordinating resources, and ensuring customers receive timely, consistent, and effective support. This individual will work closely with customers, technicians, project coordinators, and internal management to coordinate service calls and installations, communicate scheduling updates, and ensure customer needs are addressed efficiently.

Key Responsibilities

• Serve as the primary customer care contact for assigned national accounts, providing responsive, professional, and courteous support.
• Build and maintain strong customer relationships by understanding customer needs, addressing concerns, and ensuring timely follow-through.
• Respond to customer inquiries regarding products, services, system functionality, service requests, and installation requirements.
• Maintain accurate records of customer communications, service requests, job details, and resolutions.
• Coordinate and schedule service calls, maintenance visits, and installation jobs for national account customers across multiple locations.
• Confirm site readiness, access requirements, scheduling preferences, and appointment details with customers.
• Coordinate schedules with technicians, project coordinators, subcontractors, and other resources to support timely job completion.
• Monitor schedules and adjust appointments as needed due to resource availability, project delays, site readiness, or changing customer requirements.
• Promptly communicate appointment confirmations, schedule changes, job status updates, and delays to customers and internal teams.
• Track open service requests, scheduled jobs, pending installations, and outstanding action items to ensure timely completion and follow-through.
• Collaborate with internal teams to resolve service issues, scheduling conflicts, and other challenges that may affect customer commitments.

Qualifications

• Previous experience in customer service, customer care, scheduling, dispatch, project coordination, or a related field.
• Strong verbal and written communication skills.
• Excellent organizational skills and attention to detail.
• Ability to manage multiple priorities, coordinate schedules, and meet deadlines.
• Strong problem-solving skills and the ability to adapt to changing priorities.
• Proficiency in Microsoft Office applications and general business software.
• Ability to work collaboratively with customers, technicians, subcontractors, and internal teams.
• Professional demeanor with a strong customer-service mindset.

Work Schedule & Benefits

• Schedule: Full-time, Monday through Friday, 8:00 AM to 5:00 PM, with a one-hour unpaid lunch break (40 hours per week). This is a non-exempt position eligible for overtime pay in accordance with applicable law.
• Work Location: This position requires approximately six months of in-office training at TELECO's Greenville, SC location. Upon successful completion of training, the position will transition to a remote work arrangement, subject to company policies and business needs.
• Compensation: Competitive hourly pay commensurate with experience.
• Benefits: Comprehensive medical, dental, and vision insurance; life and long-term disability insurance; flexible spending accounts; paid time off (PTO); and paid holidays.

Pre-Employment Requirements

Employment is contingent upon successful completion of a background check, conducted in accordance with applicable laws.

Expected hours: 40.0 per week

Benefits:

• Dental insurance
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Application Question(s):

• How many years of customer service or customer support experience do you have?
• Do you have experience coordinating service appointments, technician schedules, dispatching, or installation jobs?
• Are you proficient in Microsoft Office applications, including Outlook, Excel, and Word?

Education:

• High school or equivalent (Required)

Language:

• English (Preferred)

Shift availability:

• Day Shift (Required)

Ability to Commute:

• Greenville, SC 29607 (Required)

Work Location: In person