Client Experience Specialist

Overview

Job Title:

Client Experience Specialist - National Accounts

Department:
National Accounts

Reports To:

Director of National Accounts

• Maintain open communication with AFR's National Accounts regarding their orders, issue resolution, invoicing questions and concerns.
• Create cost analysis and quotes based on customer needs. Compose master lease to mirror quote.
• Maintain team folders. Create kit to mirror updated quote.
• Work with the Customer Service National Account Team to ensure seamless communication is maintained when contacted by their accounts.
• Train new staff members on policies, practices and NAV program.
• Maintain national account customer cards to include accurate information for accounting contacts.
• Prepare biweekly aging reports by collecting and analyzing information pulled from NAV for all national accounts.
• Review all contracts prior to invoicing for accuracy. This includes working with operations to make sure all dispatch documents are posted, in order to eliminate delays with monthly invoicing.
• Create/Send monthly invoices for all national accounts.
• Utilize the customer's ledger to make collection efforts and discuss open invoices and account balances.
• Pull checks to evaluate payment, and educate the client on the information needed to apply payments correctly.
• Create/Send credit memos, and apply or move payments when needed.
• Research leads and pass on to Account Manager to pursue.
• Other duties requested by Account Manager as needed.

• Oral and written communication skills
• Customer relations, customer service and interpersonal relation skills
• Organization, planning, time management skills
• Professionalism and diplomacy skills

EDUCATION/TRAINING:

Degree:
Bachelor's or Equivalent

EXPERIENCE:

Prior Installation experience required