Account Specialist

PURPOSE STATEMENT: 

The Account Specialist plays a critical role in serving as a primary point of contact for member businesses, ensuring their needs are met with exceptional customer service. This role focuses on building strong client relationships, resolving inquiries efficiently, and proactively identifying opportunities to enhance customer satisfaction and retention.  

JOB RESPONSIBILITIES 

• Serve as the primary point of contact for assigned clients, building and maintaining strong, long-term relationships.
• Communicate regularly with clients via phone, email, and meetings to understand their needs and provide updates.
• Conduct proactive outreach to check in with clients, gather feedback, and ensure satisfaction.
• Educate clients on product/service features, benefits, and best practices.
• Handle client onboarding processes, ensuring a smooth and positive initial experience.
• Troubleshoot and resolve client problems efficiently and effectively, escalating complex issues to relevant departments (e.g., technical support, sales, billing) when necessary.
• Follow up with clients to ensure their issues have been fully resolved to their satisfaction.
• Document all client interactions, inquiries, and resolutions accurately in the CRM system.
• Assist clients with account changes, renewals, and cancellations while ensuring a positive experience.
• Gather and relay client feedback to internal teams to help improve products, services, and processes.
• Collaborate with internal teams to ensure a cohesive client experience.
• Support Columbus Region Logistics Council (CRLC) operations, as needed.  

COMPETENCIES 

• To perform the job successfully, an individual should demonstrate the following competencies:
• Exceptional relationship building skills.  
• Deadline-driven with the ability and experience to adapt as needed.
• Detail oriented.  
• Working effectively with internal teams, volunteers, and external partners to achieve event objectives.
• Ability to quickly identify issues and implement solutions.
• Ability to navigate CRM system and utilize necessary platforms to access and share information.  

PREFERRED EDUCATION AND EXPERIENCE 

To be successful in this role, an individual should meet these minimum education and experience requirements: 

• Associate's degree or higher
• 2-3 years' experience in customer service (preferred) 
• Ability to manage multiple potential clients at a time
• Excellent communication (written and verbal) and interpersonal skills
• Exceptional time management skills and the flexibility to work outside normal business hours
• Must be proactive and show a great level of creativity in carrying out assigned duties
• Proficiency in Microsoft Office and comfortable learning new software applications 

WORK ENVIRONMENT  

This is a full-time position with a variable work schedule that averages 40 hours per week annually. Role may involve occasional weekend work. This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, and filing cabinets.  

Equal Employment Opportunity Statement 

It is the policy of The Greater Columbus Chamber of Commerce to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, The Chamber of Commerce will provide reasonable accommodation for qualified individuals with disabilities.   

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.