Account Representative AU
An Account Representative acts as a primary contact for customers, handling orders and addressing the needs of new, existing, and renewing customers through various communication channels, including phone, web chat, and email. This role requires a functional understanding of PMPC products and subscription licensing models, as well as a solid comprehension of sales and order management processes. Duties also include resolving customer complaints and feedback to boost satisfaction and secure both sales and renewals. The role is vital for key business functions such as quoting, order processing, invoicing, and renewal requests. With a focus on delivering an excellent customer experience, they collaborate with Account Managers to manage more complex customer needs.
This position is a fully remote work from home (WFH), but candidates must live and be authorized to work within Australia without employer sponsorship or transfer of employer sponsorship.
What We Pay:
- Competitive Base Salary: 64,000 - 78,000 AUS based on experience and location.
Monetary and Other Benefits We Offer:
- Medical, Dental, and Vision Coverage
- Other Benefits: three months paid parental leave, PTO, three days volunteer leave, charitable donation matching, tuition reimbursement, gym membership, internet stipend, pet insurance, and more.
- Disclaimer: Benefits are subject to change
To view more detailed information about our benefits at Patch My PC, please see: https://patchmypc.com/careers#we-care
Mission Statement/About The Company
Patch My PC is a dynamic, fully remote team committed to creating exceptional products that solve real-world products and improve the lives of our customers. If you align with our core values and are passionate about making a difference, we want to hear from you. We offer a fully remote work environment with flexible hours and a supportive team culture, providing opportunities for personal and professional growth in a collaborative and innovative setting.
Required Experience for this Role
3 Years of Experience with customer facing sales role
Duties and Responsibilities
Customer Relationship Management
Act as a primary point of contact via phone, email and web chat
Triage and respond to customer enquiries
Listen to customers and identify their needs
Sales & Order Management
Guiding customers from initial enquiry through the sales cycle
Preparing and managing quotes, negotiating pricing
Handling and/or escalating contract amendments
Order fulfilment and invoicing
Processing renewals
Issue Resolution
Identifying issues and taking ownership of the resolution
Complaint handling
Escalating complex issues
Internal Collaboration & Teamwork
Communicating and collaborating across customer facing functions
Collaborate with and support colleagues
Participate in team meetings
Documentation
Maintaining and updating the CRM with accurate customer data
Product Knowledge
Understanding and communicating the value of PMPC products
Additional Job Requirements:
Other essential requirements of this role require:
- May sit for prolonged periods of time
- May be required to lift up to 20 pounds.
- Requires significant use of personal computer, phone and general office equipment.
- Needs ability to communicate effectively through reading, writing, and speaking over the phone and/or through office applications such as teams or zoom meetings.
- The use of various types of vision, including but not limited to close vision, distance vision, and color differentiation.
- Ability to perform tasks that require fine motor skills, such as typing and data entry.
Reasonable accommodations can be made to enable individuals with disabilities to perform the job.
Position Type/Expected Hour of Work
Position is Full-Time / Exempt
Travel
Some travel may be required
Work Authorization
Must be authorized to work in the Australia. Patch My PC is unable to sponsor work visas for this position at this time. For candidates applying from outside the AU, please ensure that you meet the work authorization requirements in your respective country.
AAP/EEO Statement
Patch My PC is an Equal Opportunity Employer and is committed to a policy of equal treatment and opportunity in every aspect of its recruitment and hiring process without regard to age, alienage, caregiver status, childbirth, citizenship status, color, creed, disability, domestic violence victim status, ethnicity, familial status, gender and/or gender identity or expression, marital status, military status, national origin, parental status, partnership status, predisposing genetic characteristics, pregnancy, race, religion, reproductive health decision making, sex, sexual orientation, unemployment status, veteran status, or any other legally protected basis. Women, racial and ethnic minorities, persons of minority sexual orientation or gender identity, individuals with disabilities, and veterans are encouraged to apply for vacant positions at all levels.
As part of our commitment to affirmative action, we strive to ensure that all qualified applicants have an equal opportunity for employment. We actively seek to recruit, hire, and promote individuals from diverse backgrounds and encourage all qualified candidates to apply.