Account Manager

Position Summary:
Inspire our Customer Service team to personify the OPTIPAK experience by providing excellent customer service and developing strong relationships with our customers, prospects, and team. You will thoroughly understand our products and services and ensure that the voice of the customer is heard throughout the Company.
As a Customer Experience associate, you will help shape the OPTIPAK experience for customers across the globe. You will drive continuous improvement through all our processes and services and lead by example while managing all aspects of day-to-day operations.

Before you continue reading, let’s make sure we share the same values. At OPTIPAK……………
· We believe that working should be an enjoyable experience not stressful (otherwise you end up having a stressful life, totally not worth it)
· We love to help our customers with their ---------- eing the smile on their faces when they see THEIR name/brand (usually after a lot of hard work) on their packaging/accessories is priceless
· We bend backward to simplify and make the life of any person/company working with us easier and have more time to do their own
· We are human, and so is our team. ‘They make mistakes, so do WE’ it's okay as long as we learn from it.
· We have a personal life, and so does our TEAM. We understand the importance of leaving for personal reasons and encourage it. We TRUST the team to be accountable and responsible on their own.
· We like to build a family and grow together through high and low
If the above makes you excited, read on.

RESPONSIBILITIES:
· Answers incoming customer service calls between the hours of 9:30am and 5:30pm
Accurately log customer information while maintaining dialogue (name, account number, contact information, etc.)
· Maintains the appropriate policies and procedures to support customer service agents in providing the best service possible
· Promptly respond to correspondence from customers, paying close attention to detail
· Continually maintain working knowledge of all company products and promotions and assist the team in communicating promotions and company updates
· Handles customer escalations with tact and grace

REQUIREMENTS:
• FLUENT and CLEAR English is a must.
• Must have consistent and reliable internet and power
• Self-thinker and proactive personality
• Three years plus experience in English-speaking customer service, account management, or customer success role.
• Skilled in verbal communication including active listening and reflection, speaking articulately to gather info, problem-solve, and diffusing difficult callers when handling escalations
• Ability to navigate between several computer screens while actively listening and entering customer information (email, web, software application)

OUR CORE VALUES:
· Obsession with detail
· Humble
· Genuine
· Passion
· Ownership
· Hustler

WE OFFER:
• Get out early on Fridays (2:30pm) ·
• 5 days PTO and paid holidays after 6 month vetting period ·
• Personal autonomy—your every move will not be tracked, your bathroom breaks will not be timed ·
• Multi-cultural, fun team environment ·
• Job growth potential during our post-pandemic revitalization