Job Description
Timely Case Management & Inquiry Resolution - Complete all case management-related inquiries assigned within the Salesforce platform while adhering to established service levels.
Ensure that all customer interactions are handled efficiently and effectively.
Salesforce Account Monitoring & Maintenance - Monitor, enter, update, and close Salesforce Accounts, Files, and/or Case records. Maintain accurate and up-to-date information to support seamless case management.
Proactive Customer Communication - Provide timely follow-up to customers, keeping them informed about the progress of their requests. Ensure that all communications are clear, professional, and empathetic.
Report Delivery & SLA Compliance - Ensure that reports and information requests are delivered on time, meeting service level agreements (SLAs). Keep relevant case information updated within Salesforce to facilitate accurate reporting.
Collaboration with Sales Team - Identify and collaborate with the sales team on leads to contribute to the organization’s overall revenue generation and growth. Foster strong relationships to enhance sales opportunities.
Account Retention Management - Maintain account retention targets by developing and nurturing relationships with key decision-makers. Ensure customer satisfaction and loyalty through effective engagement strategies.
Customer Feedback & Product Improvement - Obtain first-hand customer information and make recommendations for improvements to products and services. Actively seek feedback to drive enhancements.
Relationship Development - Identify and develop multi-level relationships with key decisionmakers to ensure retention and relationship stability. Leverage these relationships to support business objectives.
Product Expansion Proposals - Propose additional products and services to expand the organization’s footprint within existing accounts. Identify opportunities for upselling and cross-selling.
Leadership Collaboration on Product Enhancements - Identify and partner with the leadership team on any product gaps and/or enhancements. Collaborate to ensure that customer needs are met effectively.
Additional Duties as Assigned - Perform other duties as assigned by management, demonstrating flexibility and a willingness to support team objectives.
We have great people here and are looking for more. Come join us!
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Equal Employment Opportunities at First Advantage
First Advantage is an equal opportunity employer. We are committed to providing a workplace and recruitment process that is free from unlawful discrimination, harassment, and retaliation. Employment decisions at First Advantage are based solely on qualifications, merit, and business needs. We do not discriminate in any aspect of employment on the basis of race, color, national origin, ancestry, citizenship, religion, creed, sex, gender identity, gender expression, sexual orientation, marital or family status, pregnancy, age, physical or mental disability, medical condition, genetic information, veteran or military status, or any other characteristic protected by applicable law.