Account Services Specialist

Account Services Specialist Department:

Customer Care Employment Type:

Full Time Location:

Bethesda Compensation:

$23.00 - $26.00 / hour Description The Account Services Specialist plays a vital role in shaping the experience of our new and existing Brivo Reseller partners. The core focus is providing proactive support and managing administrative activities essential for maintaining a strong reseller network. The Account Services Specialist acts as a central communication hub, developing relationships with Brivo Resellers and internal stakeholders, including the sales team. Key Responsibilities The role involves a mix of administrative tasks, direct communication, and relationship management:

Reseller Management:

Creating and managing new agreements for onboarded Brivo Resellers.

Customer Contact:

Serving as the first point of contact for resellers via phone and web-based support, and responding to requests via email/phone.

Processing:

Reviewing, approving, and processing essential account service requests related to Brivo products and reseller accounts.

Communication & Data:

Managing all account service activities, communicating with internal stakeholders and resellers, and maintaining sales and customer records in Salesforce.

Proactive Outreach:

Executing regular proactive outbound communications and conducting ongoing follow-up to support reseller success. This includes proactively reaching out to resolve concerns and being willing to pick up the phone to resolve confusion.

Escalation:

Communicating important customer feedback internally and escalating complex issues to management.

Collaboration:

Working across multiple departments to achieve favorable customer outcomes. Benefits The ideal candidate should possess a blend of customer service, administrative, and technical skills:

Experience:

2+ years of account service experience, either working directly with customers or within a dealer/reseller network. Strong administrative and customer service experience is required, with account services and/or account management experience noted as a plus.

Technical/System Skills:

Experience with Salesforce is a must and being IT-savvy with the ability to quickly learn new systems and tools.

Soft Skills & Attributes:

Exceptional attention to detail. Proactive nature (desire to stay up-to-date, ask questions, and look for efficiency). Strong analytical and communication skills (both oral and written). Task-oriented team player with a desire to efficiently complete work each day.