Customer Account Specialist

Summary

ServiceMac provides technology, products, and services for the mortgage and real estate industries, with a focus on personalized service and support. The Customer Account Specialist establishes and maintains client relationships, delivers customer service and training, analyzes customer needs, resolves technical and service issues, and supports process improvements and sales activities.

Responsibilities

• Perform trend analysis of issues and market conditions resulting in changes to product, policy and/or processes
• Visit Client sites, visiting clients in their offices. These visits may result in additional sales, but the goal is customer contact, servicing, public relations, training, and retention
• Partner with sales department, providing information and recommendations on customer needs
• Provide equipment/hardware/software installation
• Provide customer training/product demonstrations. Training involves determining customer needs, customizing and/or creating presentations/information to meet customer needs/applications, training delivery and checking for understanding. Usually travels to customer site to deliver training
• May serve as liaison to offshore customer service operations providing training to entry level customer service clerks, 2nd tier customer service resource; determine/provide significant input to policies and procedures
• Make recommendations to and strongly influences management and other staff on process improvements, product enhancements, and/or software. Keeps management informed of market conditions. May test alpha software/ and make recommendations to manager/programmers on viability from a customer perspective
• May provide technical support. Analysis of customer systems, troubleshoots problems, recommends solutions, coordinates fixes and resolves issues
• May participate in sales function: Recommend and close sales enhancements/add-ons, Customer sign-ups/set-ups, Qualify customers, provide pricing plan, coordinate contracts, Work with sales person to close the deal, Participate in trade shows

Skills

• Proficient in Microsoft applications (Word, Outlook, Excel, Access, PowerPoint, and Internet Explorer) and demonstrate the ability to learn custom applications (Siebel, SWAN, PTS, and A/R)
• Excellent verbal and written communication skills
• Bachelor's degree or equivalent combination of education and experience
• 3-5 years of directly relevant work experience
• Mortgage or insurance industry preferred

Qualifications

Must Haves

• Proficient in Microsoft applications (Word, Outlook, Excel, Access, PowerPoint, and Internet Explorer) and demonstrate the ability to learn custom applications (Siebel, SWAN, PTS, and A/R)
• Excellent verbal and written communication skills
• Bachelor's degree or equivalent combination of education and experience
• 3-5 years of directly relevant work experience

Nice to Haves

• mortgage or insurance industry preferred

Benefits

• Medical
• Dental
• Vision
• 401k
• PTO/paid sick leave
• Employee stock purchase plan