Customer Account Manager

Customer Account Manager

Summary:

Quality Biomedical seeks a full-time Customer Account Manager with 5+ years of relevant experience to join our customer care team. This team is the central hub of customer communication across our eight sites, managing all aspects surrounding our customer experience. This includes phone, chat, and email support, order management, online application support, logistics support, and problem resolution.

This position requires previous experience directly managing assigned Customer Accounts, order administration, and problem resolution. The candidate must have strong interpersonal skills, strong data management skills using MS Office applications, and the ability to learn new tools and systems quickly.

Key Responsibilities:

· Build strong relationships with all assigned accounts and maintain regular contact to ensure their total satisfaction. This includes regular outbound calls to follow-up on service orders, gathering information on pickup quantities, and seeking feedback on their satisfaction with our services.

· Manage all Service Order (RMA) processing aspects from placement, estimate approvals, etc.

· Responsible for managing the inbound CHAT and Ticket queue for the assigned customers.

· Communicating across internal departments to address customer issues and keeping your clients apprised of progress along the way.

· Communicate new service offers to existing clients. Ability to explain terms and conditions appropriately.

· Ability to administer new users within our online platforms. This will include live training when needed using screen sharing.

· Support new prospective clients with the onboarding process. This includes gathering key information surrounding address, contact details, accounting info, etc.

Requirements:

• Comfortable with working across multiple communication channels.
• Ability to work independently and collaborate within a team.
• A passion for improving the well-being and quality of life of our customers.
• Understanding of professional situations and efficient execution.
• Attention to detail and curiosity about how “all the pieces fit” together.
• A delightful phone manner that incorporates empathy, professionalism, and courtesy.
• Exceptional communication and writing skills.
• A fast learner with a strong ability to retain information and execute excellently.
• Experience with ZOHO CRM is very helpful.
• Ability to gather vital details from customers and correctly share them internally for quick and efficient issue resolution & problem-solving.
• 5+ years of experience in MS Office, particularly Outlook, Teams, Access, and Excel, is required without exception.
• Ability to consistently work full-time in a hybrid role: primarily working remotely but periodically able to be on-site at one of our service centers across the country.

Why Join Quality Biomedical?

· Full-time hours with a M-F schedule

· Paid sick time begins accruing immediately

· Two weeks vacation

· Excellent insurance benefits

· Experienced and engaged leadership

· Ongoing training

· Inclusive and diverse company culture

· Innovative technology

· Growth potential

Job Type: Full-time

Pay: $60,000.00 - $80,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Experience level:

• 5 years

Schedule:

• Monday to Friday

Travel requirement:

• Up to 25% travel

Work Location: Hybrid remote in Carrollton, TX 75006