- Serve as the first level of support to existing customers including timely responses to customer calls/emails and ongoing account maintenance.
- Responsible for growing new business from existing customers, including working closely with manager to expand and upsell UniversalLanguage's portfolio.
- Sustain rapport with key accounts by exploring specific needs, anticipating new opportunities and making periodic visits/check-ins, including routine monthly check-ins
- Successfully manage assigned customer accounts by developing customer action plans, objectives and solutions, monitoring account performance, and conducting routine check-ins for accounts managed.
- Negotiate rates, emphasize longer contract duration and multi-product language solutions with current customers.
- Identify, engage, and close new lines of service with customers that represent opportunities for growth.
- Effectively communicate the efficient and accurate transition of customer's account after the sales cycle closure and during hand-off to other applicable departments such as Contact Center, Billing and Talent Acquisition.
- Onboard new customers by providing guidance on how to use services, including available technology such as the online scheduling portal, FaceTok application and OPI phone system through a variety of methods such as user guides, providing demonstrations/tutorials and attending meetings.
- Assist with customer implementations, including on-site setup of equipment and technology. Build and deploy FaceTok video remote interpreting stands, deliver brief user demonstrations, and ensure customers understand how to access and use available services.
- Provide basic technical troubleshooting and on-site support for customers. Diagnose issues with customer devices or installed equipment, coordinate repairs, and perform on-site resolutions when needed to maintain service continuity.
- Resolve customer complaints, acting as an interdepartmental hub when needed to monitor progress, relay outcomes, and verify issue remains resolved.
- Collect and analyze customer data to understand behavior and changing needs.
- Generate weekly, monthly, and quarterly reports, tracking metrics as needed.
- Generate weekly and ad-hoc reports for management, and clients as needed.
- Special projects as assigned.
- Performs other related duties as assigned by management.
- No supervisory experience
- High School Diploma or equivalent required. Bachelor's Degree (BA) from four-year college or university preferred, or one to two years of related experience and/or training, or equivalent combination of education and experience.
- Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
- Interpersonal Skills - Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.
- Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
- Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.
- Strategic Thinking - Develops strategies to achieve organizational goals; Understands organization's strengths & weaknesses; Analyzes market and competition; Identifies external threats and opportunities; Adapts strategy to changing conditions.
- Occasionally required to stand or walk
- Frequently required to sit
- Frequently required to utilize hand and finger dexterity
- Frequently required to talk or hear
- While performing the duties of this job, the noise level in the work environment is usually quiet
- The employee may occasionally lift and /or move more than 50 pounds.
- Occasionally requires in-state and out-of-state travel
- Ability to use computer and office equipment
- Remote work environment (remote or hybrid staff only)
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Customer Account Support Specialist - Bellevue - Universal Language Service Inc
Description
JOB TITLE:
Customer Account Support Specialist
EMPLOYER:
Universal Language Service
DEPARTMENT:
Account Management
REPORTS TO:
Customer Accounts Support Manager
SUMMARY:
The Customer Accounts Support Specialist has two main objectives: provide routine account maintenance support to existing customers and drive new revenue growth through consultative selling within a defined base of current customers.
Position will be responsible for building long-term, mutually beneficial relationships with customers in a way that facilitates account/service expansion and by providing information in response to routine inquiries.
KEY RESPONSIBILITIES:
SUPERVISORY RESPONSIBILITIES:
QUALIFICATIONS:
Computer skills required:
Proficiency with standard office software and strong general computer literacy. Ability to learn and navigate internal customer-facing systems, mobile applications, and scheduling/communication platforms. Basic troubleshooting competency, including familiarity with common device functions, connectivity basics, and simple application setup.
KNOWLEDGE SKILLS ABILITIES:
COMPETANCIES:
PHYSICAL DEMANDS AND WORK ENVIRONMENT:
o Purchase internet services capable of supporting VoIP phone calls and video calls without disruption or degraded video quality
o Occasionally required to appear on camera
Pay Range:
$24 - $28 per hour
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Support Specialist
Only for registered members NE th St, Bellevue, WA
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IT Support Specialist
Only for registered members Bellevue
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IT Support Specialist
Only for registered members TH AVE SE BELLEVUE, Washington, United States
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Support Specialist
Only for registered members Bellevue, WA
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Field Support Specialist
Only for registered members Bellevue, Washington, , United States
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Field Support Specialist
Only for registered members Bellevue, WA
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Systems Support Specialist
Only for registered members Bellevue, WA, US
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Field Support Specialist
Only for registered members Bellevue, WA
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System Support Specialist
Only for registered members Bellevue, WA
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System Support Specialist
Only for registered members Bellevue
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Systems Support Specialist
Part time Only for registered members Bellevue
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Field Support Specialist
Only for registered members Bellevue, WA
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Administrative Support Specialist
Only for registered members Bellevue
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Booking Support Specialist
Only for registered members Bellevue, WA
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IT Support Specialist
OTHER Only for registered members Bellevue
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Booking Support Specialist
Only for registered members Bellevue
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IT Support Specialist
Only for registered members Bellevue, WA
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Systems Support Specialist
Only for registered members Bellevue, WA
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IT Support Specialist
Only for registered members Kirkland
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Travel Customer Support Specialist
Only for registered members Bellevue
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Peer Support Specialist
Only for registered members Kirkland, WA