Account Manager / Customer Service Agent

The Account Manager / Customer Service Agent is responsible for building and maintaining long-term relationships with existing customers while delivering exceptional customer service.

This role focuses on customer retention, repeat business, account growth, and ensuring customers receive timely support throughout their purchasing journey.

The Account Manager serves as the primary point of contact after a customer's initial purchase and works proactively to understand customer needs, provide product recommendations, resolve concerns, and maximize customer satisfaction.

Key Responsibilities

Account Management

• Build and maintain strong relationships with assigned customer accounts.
• Serve as the primary point of contact for all customer inquiries.
• Manage customer accounts throughout the customer lifecycle.
• Conduct regular follow-ups to maintain engagement and identify purchasing opportunities.
• Ensure customers receive timely communication regarding their orders and account status.

Customer Service

• Respond to customer inquiries via phone, email, live chat, and other communication channels.
• Resolve customer concerns professionally and efficiently.
• Provide accurate information regarding products, pricing, promotions, and company policies.
• Escalate complex issues to the appropriate department when necessary.
• Maintain a high level of professionalism and customer satisfaction.

Sales & Account Growth

• Identify opportunities to upsell and cross-sell products based on customer purchasing history and business needs.
• Recommend new products and promotional offers.
• Encourage repeat purchases and long-term customer loyalty.
• Work toward individual and departmental sales and upsell goals.

Order Management

• Assist customers with placing orders.
• Monitor order progress and provide updates when required.
• Coordinate with internal departments to resolve order-related issues.
• Ensure all customer information remains accurate and up to date.

Communication & Collaboration

• Collaborate with Admin, Sales, Customer Engagement Specialists, and other Account Managers to provide a seamless customer experience.
• Participate in team meetings and provide feedback regarding customer trends and recurring issues.
• Maintain accurate customer notes and activity logs within company systems.

Administrative Responsibilities

• Update customer records within CRM and internal systems.
• Document customer interactions, follow-ups, and account activity.
• Maintain accurate reporting and account documentation.
• Complete assigned administrative tasks in a timely manner.