Senior Account Specialist - SunSetter

Sr Account Specialist – SunSetter
This role is part of the Dealer Customer Care Team and focuses on supporting the Best Experience philosophy by building and maintaining positive business relationships with independent dealers. Responsibilities include customer support, training, mentoring, and high‑level presentations to customers.

Mission
Responsible for supporting the Best Experience philosophy by building and maintaining positive business relationships with our independent dealers.

Objectives

Provides all aspects of customer service to specific key accounts, i.e., this includes, but is not limited to, problem resolution, follow‑through and shipment expediting , public relation calls and training (customer servic e reps and influencers).

Provides ongoing account specific training on policies/programs, etc., to ensure continued knowledge to customer service reps.

Daily communication, both verbal and written to internal/external customers (senior level management, Buyers/Merchants, customers , Directors, Account Managers, etc.). Communication can include rollout issues/concerns.

Work cross functionally to support and communicate account specific needs regarding the NPS process.

Gain feedback from account managers to recommend program/policy changes to Account Managers and/or Dealer Experience team.

Define and/or interprets customer program / policy to the satisfaction of both the customer and the Company to assist the CSR with problem resolution.

Anticipate and respond to customers’ needs by proactively identifying potential problems/concerns and working with cross‑functional departments to resolve.

Communicates to management problems affecting the quality of service provided to assigned accounts. Analyze feedback and recommend possible solutions.

Requirements

High School Diploma required

Customer Service experience preferred

Technical aptitude with Web conferencing, PowerPoint and Excel

Ability to communicate effectively in person, over the phone, and in writing

Proficient in Microsoft Office

How We Work to Deliver a Best Experience: Our Culture

Our Core Value: We do the right thing, always

Our Seven Cultural Behaviors

Empowerment - We trust our people.

Ownership - We take 100% responsibility for our roles actions, and results.

Leadership - We all lead by example and talk direct with respect (DWR).

One Team - We are One Springs Team.

Customer First - We consider our customers' needs before every decision.

Continuous Innovation - We are constantly learning, innovating, and improving.

Speed - We define priorities and operate with a sense of urgency and agility.

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