Premium Account Management Specialist- ERT (White Glove Service)

Description

Who are we?

At OKIN Process, a BPO provider, we take great pride in enhancing operations for our clients. As part of our team, you can look forward to a lively and dynamic atmosphere that prioritizes a people-first philosophy. We offer professional outsourcing solutions that help our clients focus on what distinguishes them in the market by supplying a wide array of front and back-office expertise and resources. We are the trusted partner for our clients in optimizing their business processes.
 

Job Description:

Job Type: Hourly 

Pay: $42,640.00-$43,680.00 annually

Schedule: Day Shift, Monday-Friday, 9 AM-6 PM

Work Location: Hybrid (Onsite training for 6 weeks; 1-2 onsite dates per month after training)

Summary:

As a Premium Account Management Specialist in our HyperLoyalty Emergency Response Team (ERT), your responsibility is to provide immediate support and swift resolution to urgent issues affecting customer accounts, thus protecting customer relationships in collaboration with the clients’ internal teams. You will serve as a trusted resource for our Business Market and Public Sector customers. This position will closely collaborate with Marketing Sciences, Sales, Contract Management, and other stakeholders to ensure smooth operations and minimize potential disruptions for customers, mitigate retention risk for customers, and play a crucial role in safeguarding our revenue through superior communication and tactical engagement. You will work directly with customers to resolve critical errors, present offers, and provide recommendations for account optimization, while also encouraging the use and adoption of online tools. This white glove service role requires excellent customer service skills and the ability to establish strong internal partnerships with Sales, IT, and Finance to create mutually beneficial solutions. Flexibility is essential in this role to adapt to the changing demands of our business.

Requirements

Key Responsibilities Include:

• Utilizing Project Management skills by working closely with the key partners to maintain a continuous flow of information specific to case status, and to identify potential issues and/or opportunities
• Conduct outbound customer outreach (manual and campaign-based) to provide updates, present offers, identify opportunities, and reinforce value.
• Rapidly responding to and resolving escalated issues, protecting and establishing collaborative relationships with support teams while consistently demonstrating professionalism and emotional intelligence
• Turning negative/neutral experiences into positive interactions based on a proactive approach
• Serving as a brand ambassador and advocate for your customers, throughout every contact, highlighting all our clients’ products and services
• Minimizing disruptions, maintaining system availability, and ensuring the continued functionality of services
• Turning customer contacts into a sale or a save opportunity with a premium experience
• Demonstrating a high level of critical thinking when making decisions in customer resolution and considering the impact on our brand
• Proactively triaging high-risk accounts, flagging early signs of churn, and collaborating across departments to mitigate risk.
• Provide technical or account assistance in collaboration with Sales and Support teams.
• Document customer interactions thoroughly using CRM tools to ensure alignment and visibility
• Knowledge of and adherence to telemarketing laws

Soft Skills:

• Ability to convey information accurately and efficiently to both internal team members and external stakeholders, both verbally and in writing
• Adaptive to changing situations in a competitive market
• Ability to overcome objections while demonstrating genuine empathy
• Genuine interest in people and a desire to help and build relationships with customers
• Comfort navigating change in a dynamic environment with a positive, solutions-oriented mindset.
   

Required Qualifications:

• White Glove Customer Service: 2+ years
• Customer Service, Account Management, or Customer Success: +2 years
• Familiarity with CRM systems such as Salesforce or Workflow Manager (WFM), and tools like Microsoft Office
• Experience working in Loyalty/Retention programs with a high understanding and performance with loyalty tools such as Compass & Mysolutions
• Strong analytical skills and attention to detail; ability to recognize patterns and trends in customer behavior.
• Previous experience working in a Secure Workspace (SWS) type environment or white room (no pen, paper, mobile or electronic devices, etc.): 1+ years
• Ability to demonstrate a SWS-type environment from home office
• Satisfying the required internet speed of 50Mbps and the requirement of a direct connect modem or router (cannot operate on WIFI) for home office

Preferred Qualifications:

• Technical and/or Public Sector customer experience: 1+ years
• Experience troubleshooting hardware, software, applications, network, and device issues
• Experience resolving customer issues, billing, and/or handling product Q&A

Perks:
 

• The opportunity to work on a high-visibility program with real business impact.
• A hybrid work environment with flexibility after training completion.
• A culture that values collaboration, respect, and continual improvement.
• Growth opportunities in Q4 and beyond as the program evolves.
• Ability to cross-train and expand expertise across the Business and Public Sector lines of business.

Benefits:

• 401(k) matching (4%)
• On-Demand Pay
• Medical Insurance
• Dental Insurance
• Vision Insurance
• Disability Insurance
• Life Insurance
• Voluntary Benefits
• Employee Assistance Program
• Employee Discount Schedule
• Flexible Spending Account
• Life Insurance
• Paid Time Off
• Paid Training
   

This is a fantastic opportunity to join our company at a time of exciting growth and change. As an early member of our developing team, you'll be instrumental in achieving our next period of expansion. If you possess determination, motivation, and a strong desire to succeed, your achievements at OKIN Process will know no limits! Eager to know more? Become a part of our team!