Customer Account Support Specialist; On-Site

Customer Account Support Specialist (On-Site)

Employer:

Universal Language Service

Department:
Account Management

Reports To:

Customer Accounts Support Manager

Work Location:

Bellevue, WA (Onsite – Bellevue Office Only)

Summary:

The Customer Accounts Support Specialist has two main objectives: provide routine account maintenance support to existing customers and drive new revenue growth through consultative selling within a defined base of current customers. Position will be responsible for building long-term, mutually beneficial relationships with customers in a way that facilitates account/service expansion and by providing information in response to routine inquiries.

• Serve as the first level of support to existing customers including timely responses to customer calls/emails and ongoing account maintenance.
• Responsible for growing new business from existing customers, including working closely with manager to expand and upsell Universal Language's portfolio.
• Sustain rapport with key accounts by exploring specific needs, anticipating new opportunities and making periodic visits/check-ins, including routine monthly check-ins.
• Successfully manage assigned customer accounts by developing customer action plans, objectives and solutions, monitoring account performance, and conducting routine check-ins for accounts managed.
• Negotiate rates, emphasize longer contract duration and multi-product language solutions with current customers.
• Identify, engage, and close new lines of service with customers that represent opportunities for growth.
• Effectively communicate the efficient and accurate transition of customer's account after the sales cycle closure and during hand-off to other applicable departments such as Contact Center, Billing and Talent Acquisition.
• Onboard new customers by providing guidance on how to use services, including available technology such as the online scheduling portal, Face Tok application and OPI phone system through a variety of methods such as user guides, providing demonstrations/tutorials and attending meetings.
• Assist with customer implementations, including on-site setup of equipment and technology. Build and deploy Face Tok video remote interpreting stands, deliver brief user demonstrations, and ensure customers understand how to access and use available services.
• Provide basic technical troubleshooting and on-site support for customers. Diagnose issues with customer devices or installed equipment, coordinate repairs, and perform on-site resolutions when needed to maintain service continuity.
• Resolve customer complaints, acting as an interdepartmental hub when needed to monitor progress, relay outcomes, and verify issue remains resolved.
• Collect and analyze customer data to understand behavior and changing needs.
• Generate weekly, monthly, and quarterly reports, tracking metrics as needed.
• Generate weekly and ad-hoc reports for management, and clients as needed.
• Special projects as assigned.
• Performs other related duties as assigned by management.

No supervisory experience

High School Diploma or equivalent required. Bachelor's Degree (BA) from four-year college or university preferred, or one to two years of related experience and/or training, or equivalent combination of education and experience.

Computer skills required:
Proficiency with standard office software and strong general computer literacy. Ability to learn and navigate internal customer-facing systems, mobile applications, and scheduling/communication platforms. Basic troubleshooting competency, including familiarity with common device functions, connectivity basics, and simple application setup.

Customer Service
- Manages difficult or emotional customer situations;
Responds promptly to customer needs;
Solicits customer feedback to improve service;
Responds to requests for service and assistance;
Meets commitments.

Interpersonal Skills
- Focuses on solving conflict, not blaming;
Maintains confidentiality;
Listens to others without interrupting;
Keeps emotions under control;
Remains open to others' ideas and tries new things.

Problem Solving
- Identifies and resolves problems in a timely manner;
Gathers and analyzes information skillfully;
Develops alternative solutions;
Works well in group problem solving situations;
Uses reason even when dealing with emotional topics.

Quality
- Demonstrates accuracy and thoroughness;
Looks for ways to improve and promote quality;
Applies feedback to improve performance;
Monitors own work to ensure quality.

Strategic Thinking
- Develops strategies to achieve organizational goals;
Understands organization's strengths & weaknesses;
Analyzes market and competition;
Identifies external threats and opportunities;
Adapts strategy to changing conditions.

Occasionally required to stand or walk

Frequently required to sit

Frequently required to utilize hand and finger dexterity

Frequently required to talk or…