Infinity Contact Hiring For Account Executive Customer Service at Cedar Rapids, IA, United States Full Time

Job Description

About Us:
Infinity is an award-winning inside sales and service agency that helps admired brands Get Customers and Keep Customers. We were established in 1996 and today we have two US facilities located in Cedar Rapids, IA and Bingham Farm, MI.
Description:
The Customer Service Account Manager role processes inbound service requests from business clientele and inquires via phone, e-mail and Internet portals. The CSAM is responsible for providing effective customer service for all internal and external customers by using excellent, in-depth knowledge of company-provided services as well as communicating effectively with team members within the customer operational department.
Essential Functions:

• Provides timely and accurate information to inbound customer service requests

• Processes customer service requests according to established department policies and procedures

• Provides timely feedback to the company regarding service failures or customer concerns

Day to Day Activities:

• Answer incoming phone calls, manage E-mail and other web-based systems (Portals)

• Enter Service Requests and orders into designated internal work order system.

• Schedule services with service partners

• Follow up throughout the life-span of existing tickets – confirm resolution as needed

• Update different Portals with the status of Service Requests

• Outbound confirmation calls and emails

• Report escalations to CSM

• Keep the customer Up- to-date and informed about Ticket status

• Administrative tasks as needed

• Support strategic ongoing initiatives communicated by the CSM.

• Billing management, including resolving invoice questions and investigating payment issues with vendors; assisting the CSM with preparing the customer bills each month

• Data management, including verifying data points and updating the system as needed

• Project management as needed, including sustainability reporting, optimizing services, finding cost savings, weekly status updates, communicating policy updates that are relevant to customers, etc.

• Proactively communicating and resolving issues with our vendors

Health and Safety
At Infinity we take health and safety very seriously. With the current COVID-19 pandemic being relevant in the workplace, we have taken best-in-class measures including:

• Enhanced in-office cleaning using CDC approved disinfectant
• On-going cleaning in the building and common areas
• Ample supply of self-cleaning inventory and hand sanitizer placed throughout
• Masks and gloves available on request
• Restricting all outside visitors unless through the proper channels
• Social distancing measures in place