SAGE

Corwin Account Support Rep

US-CA-Thousand Oaks
3 weeks ago
Req #
17-4899
# Positions
1
Category
Customer Service/Support (US) - Customer Service

Overview

The Corwin Account Support Representative works as a fully functional member of a team to provide a wide range of support to the Corwin Sales team and existing customer base. Duties include managing the supporting customers, communicating directly with the Corwin Sales team members, account administration and maintenance, front line customer service, data governance, order entry, access control and invoicing. This position requires daily supervision.

Essential Job Functions & Responsibilities

  • Provide superior customer service to the Corwin Sales team and customers, with precise phone and email communication. Listen attentively and respond effectively to customer concerns and complaints resolving their inquiries using the proper departmental procedures.
  • Maintain and continue to acquire the necessary knowledge to manage and correct account functions, prepare invoices, provide accurate access control, process renewals and order entry, including having an understanding of financial processes and terminology.
  • Assist with supporting Corwin Institutes attendee database within CVENT program. Tasks include accurate data capturing, request invoicing to Finance department, generate reports, customer follow-up activitites and other tasks as needed.
  • Utilize proficient phone skills while conducting information sharing with customers.
  • Must be able to manage varying workload volumes and independently adjust priorities in alignment with business needs.
  • Utilize critical thinking skills in researching and troubleshooting issues and inquiries.
  • Continue to acquire knowledge of Corwin’s suite of electronic products and gain knowledge of assigned territory.
  • Work closely and maintain good relationships with all departments: Corwin Product Management, Corwin Sales, Customer Service, Circulation, Marketing, Production, Finance, and the Warehouse to achieve success.              
  • Must be able to independently comprehend and professionally explain complex product offerings to external and internal customers.
  • Work with all Corwin Account Support team members to assure that department workload is balanced and all tasks are managed effectively and efficiently.
  • Respond to all requests from Corwin partners and customers related to account management and provide timely deliverables.
  • Utilize Salesforce.com (or similar CRM tool) as a means to capture essential account and deal data details.
  • Update and ensure accuracy of information entered into any and all of the files the Corwin Account Support Team uses to archive our database sales and leases, including but not limited to a2r, Salesforce.com and spreadsheets.
  • Conduct outreach campaigns as assigned.
  • Coordinate with supervisor to analyze and assist to improve departmental operation processes and documentation.
  • Attend all departmental meetings.
  • Present information professionally, effectively and efficiently across communication channels.
  • Actively address and resolve daily system issues to ensure the department is running efficiently.
  • Perform daily functions with moderate supervision; however, supervision is available to communicate problems and situations, which may arise during daily activities.
  • Monitor workflow and make recommendations on cost or time saving measures.
  • Travel and attend conferences or other visits and webinars as required.
  • Comply with all processes and procedures.
  • Other duties as assigned.

Qualifications & Education

  • Any combination equivalent to, but not limited to, the following:

     

    • Bachelor’s degree or equivalent work experience required.
    • 2 years experience in customer account management with a speciality in sales support preferred.
    • Demonstrated work history of excellent customer service, analytical and problem solving skills.
    • Demonstrated organization and time management.

 

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