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Title

Key Account Coordinator  

Description

JOB SUMMARY:

The primary responsibility of the Key Account Coordinator (KAC) is to ensure that all customer service and technical service requests are handled quickly and efficiently for those accounts we deem to be Key Accounts. The KAC will work closely with all field operations personnel, as well as customer service and the monitoring center to facilitate and close all service related requests by all Key Accounts. The KAC will establish a working relationship with the primary customer contact, and will also be the interface and establish relationships with local management at the customers' remote locations as company-to-company relationship grows and expands. The KAC will keep the Key Account Manager (KAM) up to date at all times with how things are going with their accounts and will escalate as necessary when additional resource is required to meet customer expectations.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES:

  1. Interface regularly with the customer's primary point of contact as well as with site managers as applicable at chain locations of the accounts.
  2. Assist the KAM with any information requests they may need and participate in customer conference calls or in person meetings as required.
  3. Be the single point of contact for the opening of any service tickets and any other general customer service inquiries/needs.
  4. Keep customer contact(s) updated as to progress on any open issues including, but not limited to: service tickets, installation progress, customer service items, billing issues, etc.
  5. Stay on top of and actively see through the closure of service tickets in a timely fashion.
  6. Assist, verify and process invoices as required by each key account to meet their needs and receive payment promptly and efficiently. Review all customer billing to ensure accuracy prior to invoices going out.
  7. Develop and strengthen intracompany relationships with installation and service teams in the field in order to smoothly work through service calls and escalations with operations staff.
  8. Review all open service tickets daily to ensure prompt handling and closure of customer issues.
  9. Provide updates and/or reports to Per Mar senior management.
  10. Adhere to the highest standards of ethical business conduct and compliance by acting lawfully, ethically, honestly and professionally in the performance of their jobs at all times as well as be in compliance with company policy and procedures.
  11. Occasional overnight travel for customer meetings or Per Mar branch visits may be required.
 
Position Requirements

EDUCATION AND/OR EXPERIENCES

  1. High School Diploma or GED is required.
  2. Technical training or college degree desired.
  3. 2 or more years of customer service experience required.
  4. 2 or more years of experience in sales or account management desired.

KNOWLEDGE/SKILLS/ABILITIES:

  1. Must have knowledge of customer relationship management systems and how to access and report on information in them. (can be trained)
  2. Ability to operate a variety of office equipment to include but not limited to personal computers, printers, scanners and calculators. Strong computer skills with demonstrated experience in Microsoft Office Suite, including Word and Excel. Internet skills required.
  3. Knowledge of Monitoring Center operations a plus.
  4. Excellent written and verbal communication skills are required.
  5. Strong customer service focus/skills a must.
  6. Must be detail oriented and able to handle multiple tasks.
  7. Must be capable of handling challenging and stressful situations in a professional manner.
  8. Must be able to deal effectively with people at all levels of the organization and with external customers.
  9. Must possess the values important to Per Mar Security – Integrity, Communication, Excellent Service and Accountability.

LICENSES/CERTIFICATIONS:

  1. Must have a valid driver’s license and good driving record.
 
EOE Statement We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status or any other characteristic protected by law.  

This position is currently accepting applications.

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