Account Services Specialist

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.

Department: Customer Care

Location: Austin

Compensation: $23.00 - $26.00 / hour

• 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.

• 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.

Brivo is an equal employment opportunity employer and values diversity. Qualified candidates are considered for employment without regard to race, religion, gender, gender identity, sexual orientation, national origin, age, military or veteran status, disability, or any other characteristic protected by applicable law. If you require reasonable accommodations during the application or interview process, please inform us.