Ongoing Care Representative

This role is responsible for delivering exceptional customer service experiences, including accurate, timely, and effective communication and execution of relational and transactional activities among internal and external customers.


Your day-to-day...

• Engage in communication platform, including but not limited to, CRM activities, customer touchpoint activities, phone interaction, email, and additional customer communication post-setup and throughout the customer lifecycle.
• Interact with other staff to facilitate and execute proper account creation, shipment validations, and tracking, along with general operations and administrative functions.
• Interacting with customers and cross-functional associates through handling customer requests, research, and preparing management reports and spreadsheets.

• Perform account receivable activities including payment processing, collection activities in relation to past due accounts, sales tax inquiries, consolidation of accounts, invoices, and statements inquiries.
• Maintenance activities of existing customers, including but not limited to, scent changes, account maintenance, RMAs, credit memos, contracts, accounts receivable, and operational activities around customer shipments.
• Accurately prepare, distribute, and track all forms and related documentation associated with accounts and other business demands.
• Monitor accounts from creation through the entire lifecycle, managing issues and escalating as necessary.
• Participate in team meetings, bringing information about activities and transactions to the team for review, reporting of issues, and adherence to general procedures and practices.
• This position will also support other ScentAir departments and positions throughout the customer lifecycle, with a focus on building relationships within the initial association between ScentAir and the customer. 
• Perform other duties as assigned to ensure the smooth operation of the department and alignment with organizational goals.

• Associate’s Degree OR 2+ years of experience in the related field.
• Previous experience managing account relationships.
• Strong Microsoft Office skills (Excel required) and general computer skills.
• Project and time management skills.

• Interpersonal skills – relates well to people at all levels; builds appropriate rapport; uses diplomacy and tact.
• Excellent analytical/problem-solving skills. Detail-oriented with exceptional time management and multi-tasking ability
• Knowledge of Salesforce is a plus.

• You are Self-Sufficient
• You are Reliable
• You are an Excellent Communicator
• You are good at Problem Solving
• You are Organized

• Competitive pay
• Medical, dental, vision, and life insurance
• Company matched 401k
• Fun, team-focused hybrid work environment in a clean, modern office space
• Employee driven community outreach program

Success in this position would lead to higher satisfaction and improved communication with ScentAir customers. The position has a primary responsibility to support internal and external customers through management and maintenance of existing customer interface, requests, and relationships, as well as assisting the customer care team to onboard all clients, assure client contract accuracy, mitigate past due accounts through proactive customer communications, management, and related activities.