Customer Account Specialist

Vintti is a strategic staffing agency that enhances the competitiveness of US businesses. By connecting SMBs, startups, and firms with highly skilled Latin American professionals, we offer a cost-effective solution to talent acquisition. Our model allows companies to access top-tier expertise at rates that significantly reduce overhead costs, enabling businesses to allocate resources more efficiently and boost their bottom line.

A Customer Account Specialist plays a crucial role in maintaining and enhancing customer relations, acting as the primary point of contact between clients and the company. This role involves managing customer accounts, resolving inquiries and issues, and ensuring customer satisfaction through timely and effective communication. By understanding client needs and preferences, a Customer Account Specialist helps tailor solutions and services to meet those needs, contributing to customer loyalty and long-term business success. This position requires a blend of excellent interpersonal skills, problem-solving abilities, and detailed knowledge of company offerings.

- Bachelor's degree in Business, Marketing, Communications, or related field
- Minimum 2 years of customer service or account management experience
- Strong proficiency in customer service software, CRM systems, and Microsoft Office Suite
- Excellent verbal and written communication skills
- Strong problem-solving and conflict-resolution skills
- Ability to multitask and manage time effectively in a fast-paced environment
- Keen attention to detail and a high degree of accuracy
- Strong organizational and administrative skills
- Ability to work independently and as part of a team
- Flexibility to adapt to changing priorities and situations
- Demonstrated ability to build and maintain customer relationships
- Knowledge of sales and marketing principles
- Familiarity with order processing and billing procedures
- Ability to analyze customer feedback and generate actionable insights
- Experience with upselling and cross-selling techniques
- Strong interpersonal skills and a customer-focused mindset
- Ability to handle sensitive information with confidentiality
- Willingness to participate in ongoing training and development
- Proactive and self-motivated attitude

- Respond to customer queries via phone, email, and chat
- Process and manage customer orders
- Resolve customer complaints and develop solutions
- Update customer accounts with latest information
- Coordinate with other departments for issue resolution
- Provide product and service information
- Monitor and follow up on outstanding orders and backorders
- Generate and review customer account activity reports
- Assist customers with billing inquiries and payments
- Maintain records of customer interactions and transactions
- Identify and address upselling and cross-selling opportunities
- Conduct customer account reviews and provide feedback
- Participate in team meetings and training sessions
- Ensure compliance with company policies and procedures
- Collaborate with sales and marketing teams on customer retention
- Manage returned merchandise authorization (RMA) processes
- Track and analyze customer feedback for service improvements
- Support development and implementation of customer service policies
- Execute follow-up communications to ensure customer satisfaction

The ideal candidate for the Customer Account Specialist role is a highly organized and proactive individual with a Bachelor's degree in Business, Marketing, Communications, or a related field and a minimum of two years of experience in customer service or account management. They are proficient in customer service software, CRM systems, and Microsoft Office Suite, with strong verbal and written communication skills and a natural ability to solve problems and resolve conflicts. This candidate thrives in fast-paced environments, adeptly multitasks, and manages their time effectively while maintaining keen attention to detail and a high degree of accuracy. They are excellent at building and maintaining customer relationships, demonstrating a customer-focused mindset, empathy, and patience in every interaction. Their strong organizational and administrative skills, combined with an analytical and data-driven decision-making capability, allow them to generate actionable insights from customer feedback. They are experienced in upselling and cross-selling techniques and possess a sales-driven mindset. As a team player, they collaborate well with sales and marketing teams and are flexible and adaptable to changing priorities and situations. With a proactive, self-motivated attitude, they bring dependability and reliability to the role, coupled with a willingness to participate in ongoing training and development. Their positive and friendly demeanor, coupled with digital literacy and tech-savviness, ensures they can handle sensitive information with confidentiality and execute their responsibilities with excellence.

- Respond to customer queries via phone, email, and chat in a timely manner
- Process and manage customer orders, ensuring accuracy and efficiency
- Resolve customer complaints by investigating issues, developing solutions, and making recommendations
- Update customer accounts with the latest information and transaction details
- Coordinate with other departments to solve product or service issues
- Provide product and service information to customers to assist in decision-making
- Monitor and follow up on outstanding orders and backorders
- Generate and review regular customer account activity reports
- Assist customers with billing inquiries and payment processing
- Maintain detailed and organized records of customer interactions and transactions
- Identify and address upselling and cross-selling opportunities to maximize sales
- Conduct customer account reviews and provide feedback for improvement
- Participate in team meetings and training sessions to stay up-to-date with product knowledge and customer service techniques
- Ensure compliance with company policies and procedures in all customer interactions
- Collaborate with sales and marketing teams to implement and manage customer retention strategies
- Manage returned merchandise authorization (RMA) processes and handle returns or exchanges efficiently
- Track and analyze customer feedback to report trends and make recommendations for service improvements
- Provide support in the development and implementation of customer service policies and practices
- Execute follow-up communications with customers to ensure satisfaction and address any ongoing issues

- Strong customer service orientation
- Excellent communication skills
- Problem-solving and conflict-resolution abilities
- Attention to detail and accuracy
- Time management and multitasking skills
- Organizational skills
- Proactive and self-motivated attitude
- Team player mentality
- Flexibility and adaptability
- Positive and friendly demeanor
- Empathy and patience
- Sales-driven mindset
- Analytical and data-driven decision-making
- Ability to work under pressure
- Dependability and reliability
- Quick learner with a willingness to grow
- Goal-oriented and results-driven approach
- Digital literacy and tech-savviness

- Competitive salary range ($40,000 - $60,000 per year, depending on experience)
- Comprehensive health benefits including medical, dental, and vision insurance
- 401(k) retirement plan with company matching contributions
- Paid time off (PTO) including vacation, sick leave, and holidays
- Flexible working hours and hybrid remote work options
- Professional development programs and training opportunities
- Career advancement opportunities within the company
- Employee assistance programs (EAP)
- Life and disability insurance
- Tuition reimbursement for further education
- Discounts on company products and services
- Wellness programs and gym membership discounts
- Employee recognition and rewards programs
- Collaborative and supportive team environment
- Company-sponsored social events and team-building activities
- Maternity and paternity leave benefits
- Access to company resources and tools to support job performance
- Onsite amenities (e.g., cafeteria, coffee bar, recreation rooms)