Senior Key Account Customer Service Associate

ESA - Electronic Security Association

. Respond to customer inquiries from assigned key accounts regarding orders, status updates, product information, returns, and service requests .

Posted 10/26/2026full-timeLouisville • Kentucky • United StatesSenior💰 $18 - $31 per hourWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in customer service and account support, with a strong focus on problem-solving, case management, and cross-functional coordination. Proven ability to maintain accurate records and support team members through knowledge sharing.

Highest-signal resume keywords

Customer Service ExperienceCase ManagementCross-Functional CoordinationProcess ImprovementStrong Communication Skills

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Customer SupportAccount SupportDocumentationIssue ResolutionProcess KnowledgeProcedural ComplianceProblem SolvingAttention to DetailCase TrackingService Standards

Soft Skills

Clear CommunicationTeam SupportKnowledge SharingIndependenceEscalation Management

Tools & Technologies

Business Systems

Industry Keywords

Customer InquiriesService RequestsOrder ManagementHigh-Volume RequestsStructured Environment

About the role

Key responsibilities & impact

Respond to customer inquiries from assigned key accounts regarding orders, status updates, product information, returns, and service requests
Research and resolve moderately complex account issues using internal systems and coordinating with appropriate internal teams
Process customer requests accurately, including documentation, escalation, and case closure
Own assigned customer cases end to end, providing timely updates and ensuring follow-through until resolution or escalation
Maintain accurate records of customer interactions, order details, and issue resolution in company systems
Identify recurring service issues and suggest small process improvements
Support new or less experienced team members by sharing process knowledge and answering routine questions
Escalate unresolved, sensitive, or policy-related issues according to established guidelines

Requirements

What you’ll need

2-4 years of customer service, customer support, or account support experience
Experience handling customer inquiries and resolving issues within defined procedures and service standards
Experience using business systems to document cases, track requests, and maintain accurate records
Ability to work independently on assigned work while knowing when to escalate issues outside scope
Strong communication skills for working with customers and internal teams
Experience supporting key accounts, high-volume customer requests, or customer service in a structured environment
Experience coordinating with multiple internal functions to resolve customer issues
Experience identifying small process improvements to support service quality or efficiency
Experience mentoring or assisting team members with routine questions or process steps
Customer service and account support
Process knowledge and procedural compliance
Problem solving within established guidelines
Clear written and verbal communication
Attention to detail and accuracy
Case management and follow-through
Cross-functional coordination
Team support and knowledge sharing
This position is not eligible for US visa sponsorship

Benefits

Comp & perks

Life and health insurance
Life assistance program
Accidental death and dismemberment insurance
Disability insurance
401(k) Plan
Vacation and holidays