Account Support Representative

About the Role

Account Support Representative (Hybrid) at Clark National Accounts, focusing on hospitality and creative problem-solving to deliver an exceptional customer experience for chain restaurant operators and commercial/non-commercial businesses. This role involves finding innovative solutions through critical thinking, ensuring operational efficiency, making cost-effective decisions, and maintaining an emphasis on hospitality. The position follows a hybrid schedule: in-office on Tuesdays and Wednesdays in Lititz, PA, and remote on Mondays, Thursdays, and Fridays. New team members typically work 9:00 a.m. to 5:30 p.m., with potential to transition to 8:00 a.m. to 4:30 p.m. after gaining experience.

Key Responsibilities

• Respond to and interact with customers via phone, email, and live chat.
• Provide prompt and accurate responses to customer queries with a professional and empathetic tone.
• Address customer questions related to platform, order, and product issues, probing to understand the root cause.
• Provide strategic solutions to turn potentially negative experiences into positive outcomes.
• Educate customers on products, services, policies, and procedures.
• Proactively identify opportunities to improve standards, procedures, and operational efficiencies.
• Monitor fulfillment issues and collaborate with internal divisions and external contacts for timely order status updates.
• Maintain accurate and comprehensive records of customer interactions and resolutions.
• Offer expertise and tailored support to specific clients as a Dedicated Specialist, aiming to enhance loyalty and increase sales.
• Develop and maintain account-specific resources for peers.
• Learn about the food service industry, products, and client needs.

Physical Requirements

• Work involves sitting/standing and interfacing with a personal computer.
• Requires effective communication through speech, vision, and hearing.
• Regular use of hands for simple grasping and fine manipulations.
• Occasional bending, squatting, crawling, climbing, and reaching.
• Ability to occasionally lift, carry, push, or pull medium weights (up to 50lbs).

Remote Work Qualifications

• Access to a reliable and secure high-speed internet connection (cable or fiber preferred, >= 75mbps download/10mbps upload).
• Access to a home router and modem.
• A dedicated, noise- and distraction-free home office space with a strong wireless or wired Ethernet connection (wired preferred).
• A valid, physical address (not a PO Box) for equipment delivery.
• Desire and ability to work and communicate with team members via chat, webcam, etc.
• Legal resident of specified states: AK, AL, AR, AZ, CT, DE, FL, GA, IA, ID, IN, KS, KY, LA, MD, ME, MI, MN, MO, MS, MT, NC, ND, NE, NH, NM, NV, OH, OK, PA, SC, SD, TN, TX, UT, VA, VT, WI, WV, or WY.
• W2 only; H-1B Visa Sponsorship Not Available.

Qualifications

• This role does not require previous experience.
• Relevant skills and experience, and alignment with core values (Lead with Integrity, Drive Innovation, Take Ownership, Pursue Excellence) are valued.
• This role does not require a degree.

Desired Traits & Skills

• Excellent written and verbal communication skills.
• Strong problem-solving abilities and a customer-centric attitude.
• Empathy and active listening skills.
• Ability to multitask and prioritize responsibilities in a fast-paced environment.
• Adaptability to evolving processes and willingness to embrace change.
• Strong work ethic with a high level of internal motivation.
• Hunger to learn and grow.
• Ability to work effectively independently and within a team.
• Strong time-management skills.

Company Overview

Clark National Accounts is an exclusive marketplace providing custom business solutions and streamlined distribution for modern multi-unit operators, offering a range of custom solutions to meet customer-specific needs.

Benefits

• Medical
• Vision
• Dental
• PTO
• Paid Maternity Leave
• Paid Parental Leave
• Life Insurance
• Disability
• Dependent Care FSA
• 401(k) matching
• Employee Assistance Program
• Wellness Incentives
• Company Discounts
• AT&T & Verizon Discount
• Bonus Opportunities
• Accident Insurance
• Critical Illness Insurance
• Adoption Assistance (Available at HQ Locations Only)
• On-Site Fitness Centers
• Dog-friendly Offices