Service Experts

Account Manager

• Investigate and resolve escalations received from BBB, legal, and other regulatory bodies
• Provide backup support to the team leader and customer escalations department
• Guide customer care and other departments on mitigating further escalation and diffusing irate customers
• Receive, investigate, and manage customer complaints through full completion within service-level targets
• Protect the Service Experts brand and Advantage program integrity
• Manage and track escalations and their causes through multiple internal systems
• Partner with 20+ US Service Center points of contact to resolve customer complaints
• Facilitate asset transfers and customer information updates
• Facilitate buyout requests, including calculating amounts, obtaining leadership approval, communicating with customers, and securing customer approval
• Use phone and email retention strategies to reduce early terminations
• Process payments according to standard protocol and facilitate refund requests
• Communicate trends and areas of opportunity to leadership
• Represent the company professionally, honestly, and ethically
• Perform other duties as assigned

Account Coordinator