Customer Service Account Manager

Vintti is a staffing agency that acts as an economic enabler. By connecting US-based SMBs, startups, and firms with top-tier Latin American talent, we drive growth on both sides of the equation. For US businesses, we offer access to a pool of highly skilled professionals at competitive rates, allowing for increased efficiency and scalability. For Latin American workers, we provide opportunities to engage with the US market, fostering professional development and economic advancement. Vintti stands at the intersection of global talent and American enterprise, facilitating partnerships that stimulate economic prosperity across borders.

A Customer Service Account Manager plays a pivotal role in fostering strong relationships between a company and its clients. This position focuses on ensuring customer satisfaction by addressing inquiries, resolving issues, and providing personalized support. They work closely with various departments to ensure that customer needs are met efficiently and effectively. By maintaining a deep understanding of the company’s products or services, they offer tailored solutions and drive customer loyalty. Additionally, they monitor account performance, identify opportunities for growth, and implement strategies to enhance the overall customer experience.

- Bachelor's degree in Business, Marketing, Communications, or a related field.
- Proven experience as a Customer Service Account Manager or similar role.
- Strong understanding of customer service and account management principles.
- Excellent communication skills (written and verbal).
- Proficient in using CRM software and other customer management systems.
- Ability to manage multiple accounts and prioritize tasks effectively.
- Strong problem-solving and conflict resolution skills.
- Ability to build and maintain strong customer relationships.
- Proficient in MS Office, especially Excel and Word.
- Strong analytical skills to assess customer data and trends.
- Ability to work independently and as part of a team.
- High level of attention to detail and organizational skills.
- Flexibility to adapt to changing work environments and customer needs.
- Strong time management skills to handle multiple tasks simultaneously.
- Ability to handle sensitive customer information with confidentiality.
- Familiarity with industry standards and regulations related to customer service.
- Ability to stay calm and professional under pressure.
- Willingness to participate in ongoing training and development activities.
- Positive attitude and a strong commitment to customer satisfaction.
- Availability to work occasional nights, weekends, or holidays as needed.

- Respond to customer inquiries across various communication channels.
- Provide detailed information on products and services.
- Resolve customer complaints and issues timely and satisfactorily.
- Maintain accurate records of customer interactions and transactions.
- Build and nurture relationships with key accounts.
- Monitor and manage customer orders, deliveries, and returns.
- Coordinate with internal departments for order fulfillment.
- Identify potential upsell and cross-sell opportunities.
- Conduct regular follow-ups to ensure customer satisfaction.
- Prepare and present reports on account status and customer activity.
- Process orders and handle payment and billing inquiries.
- Participate in team meetings and training sessions.
- Analyze customer data for trends and improvement areas.
- Implement customer retention strategies.
- Escalate unresolved issues to relevant internal teams.
- Contribute to the development of customer service processes and standards.
- Manage account adjustments, refunds, and credits.
- Provide support during promotional campaigns and product launches.
- Stay informed about market trends and competitors.
- Ensure compliance with company policies and quality standards.

The ideal candidate for the Customer Service Account Manager role will possess a Bachelor's degree in Business, Marketing, Communications, or a related field, coupled with proven experience in a similar position. They will have an exceptional command of customer service and account management principles, demonstrated through excellent communication skills (both written and verbal) and proficiency in CRM software and MS Office tools, especially Excel and Word. This individual will excel in building and nurturing strong customer relationships, possess strong problem-solving and conflict resolution abilities, and adeptly manage multiple accounts while prioritizing tasks effectively. Their analytical skills will be instrumental in assessing customer data and trends to identify areas for improvement. The candidate will be detail-oriented, highly organized, and capable of handling sensitive customer information with the utmost confidentiality. A proactive self-starter, they will exhibit a flexible mindset, able to adapt to changing work environments and customer needs, as well as a professional demeanor that remains calm under pressure. With a strong commitment to customer satisfaction and a positive attitude, they will be enthusiastic about learning, open to continuous professional development, and willing to work occasional nights, weekends, or holidays as needed. Above all, the ideal candidate will be tech-savvy, team-oriented, customer-focused, and driven by a genuine interest in helping others, making them an indispensable part of the team and a linchpin in delivering exceptional service.

- Respond to customer inquiries via email, phone, and chat.
- Provide information on products, services, and account management procedures.
- Resolve customer complaints and issues efficiently and to the customer's satisfaction.
- Maintain detailed and accurate records of customer interactions and transactions.
- Develop and maintain strong relationships with key accounts.
- Monitor and track customer orders, deliveries, and returns.
- Collaborate with internal departments to ensure timely and accurate order fulfillment.
- Identify opportunities to upsell or cross-sell products and services.
- Conduct regular follow-ups with customers to ensure ongoing satisfaction.
- Prepare and deliver reports on account status, sales activities, and customer feedback.
- Process customer orders and manage payments and billing inquiries.
- Participate in regular team meetings and training sessions to stay updated on products and company policies.
- Analyze customer data to identify trends and areas for improvement.
- Implement strategies to retain customers and reduce churn.
- Escalate unresolved issues to the appropriate internal teams when necessary.
- Assist in developing customer service procedures, policies, and standards.
- Handle customer account adjustments, refunds, and credits as needed.
- Provide support during promotional campaigns or product launches.
- Stay informed about market trends and competitors to better assist customers.
- Ensure compliance with company regulations and quality standards in all tasks.

- Strong interpersonal skills and the ability to establish rapport with customers
- Exceptional problem-solving abilities with a customer-centric approach
- Excellent verbal and written communication skills
- Proactive and able to work independently with minimal supervision
- Detail-oriented with a strong emphasis on accuracy
- Ability to multitask and manage multiple priorities effectively
- Quick learner with a flexible mindset to adapt to rapid changes
- Professional demeanor and the ability to remain calm under pressure
- Highly organized with robust time management skills
- Tech-savvy and proficient in using CRM tools and software
- Customer-focused with a commitment to providing exceptional service
- Patient, empathetic, and capable of handling challenging situations
- Analytical thinker with the ability to interpret customer data and insights
- Team player with a collaborative spirit, eager to support colleagues
- Goal-driven with a strong desire to achieve performance targets
- Enthusiastic about learning and open to continuous professional development
- Friendly and approachable, with a positive attitude and demeanor
- Creative thinker able to identify innovative solutions for customer needs
- Reliable and dependable with a strong work ethic and integrity
- Energetic and motivated, with a genuine interest in helping others

- Competitive salary range
- Comprehensive health insurance (medical, dental, vision)
- Retirement savings plan with company match
- Paid time off (vacation, sick leave, holidays)
- Flexible work hours and remote work options
- Professional development and training programs
- Tuition reimbursement for relevant courses
- Employee assistance programs (EAP)
- Performance-based bonuses and incentives
- Discounted company products and services
- Wellness programs and gym membership discounts
- Paid parental leave
- Transportation and commuter benefits
- Casual dress code
- Regular team-building activities and company events
- Opportunities for career advancement and internal promotions
- Recognition and reward programs
- Onsite amenities (when applicable, e.g., cafeteria, parking)