Customer Growth Representative

Job Description

Title: Customer Growth Representative

Requisition #: 690244

Location: Rockville, MD, US

Career Area: Corporate + Field Support

Information at a Glance

Job Description

The Customer Service Representative with outbound calling serves as a trusted resource to Avendra customers, providing exceptional customer support by serving as a primary point of contact for program inquiries, issue resolution, and program support. This role is responsible for identifying, documenting and resolving service-related issues and driving program adoption through proactive outreach. The representative partners with customers, suppliers, and internal stakeholders to deliver a positive customer experience, identify growth opportunities and maintain accurate records in Salesforce.

Position Reports to: Senior Director, Customer Service

Job Responsibilities

Primary Responsibilities

• Effectively support the day-to-day operations of Avendra's Customer Service department

• Provide customer service support to all Avendra Customers

• Respond to customer support inquiries for 1-866-AVENDRA, the Customer Service email inboxes and live chat with timeliness and courtesy

• Document and resolve quality and service-related issues

• Develop and maintain ongoing mastery of the internal Administration Tools, Avendra Supplier programs and Avendra's E-Commerce platforms

• Consistently portray a strong, positive message to the team based on set directives, established team goals, company goals and general company philosophy

• Drive customer engagement and program adoption through targeted outreach campaigns to customers to educate, promote Avendra programs and suppliers, increase program participation, spend, and revenue.

• Analyze customer performance and identify growth opportunities by evaluating program utilization, satisfaction, and purchasing behavior.

• Comfort level with strategically presenting analyzed reports and program information at the executive level

• Record and follow up on missing spend and sales leads

• Document and maintain customer and supplier interactions in Salesforce, to include detailed call reports based on calls conducted, including call notes, key discussion points, identified opportunities, and follow-up actions.

• Maintain and update customer information in Salesforce, including editing contact information and registering contacts for myAvendra portal access

• Provide timely support to key internal and external stakeholders

• Interact with all levels of management within Avendra in addition to our supplier and customer base

Secondary Responsibilities

• Identify opportunities for process improvement through refined procedures, tools/templates, and by leveraging technology
• Support the onboarding and training of new hires
• Complete special projects/assignments as requested by the Manager of Customer Service
• Provide support on holidays or weekends when required

Primary Competencies

• Effective Written and Oral Communications
• Problem Solving & Analytical Skills
• Relationship Building
• Functional/Technical Skills
• Planning and Organization
• Results Orientation

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

Work Environment. This job operates in an office setting. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Physical Demands. This is largely a sedentary role with some light lifting of files possibly needed.

Qualifications

• Excellent customer service skills and telephone etiquette
• Ability to effectively navigate through multiple IT platforms
• Strong communication and interpersonal skills (written and verbal)
• Excellent organizational skills - great attention to detail. Ability to function in a multi-tasked and fast paced environment Excellent listening, analytical skills and ability to be impartial
• Ability to prioritize time sensitive issues
• Training experience in a group, individual, or online setting a plus
• Experience in hospitality, purchasing and/or procurement a plus
• Proficiency in Microsoft Office (Word, Excel, Outlook, PowerPoint, etc.)
• Bilingual in Spanish/English a plus
• Willingness to work flexible hours when required

Overnight Travel Requirements. Type: None

Years of Relevant Experience. 2-4 years of experience

Education Requirements. BS/BA in relevant field or equivalent years experience preferred

Benefits

COMPENSATION: The salary range for this position is $65,000-$73,000. If both numbers are the same, that is the amount that Aramark expects to offer. This is Aramark's good faith and reasonable estimate of the compensation for this position as of the time of posting.

BENEFITS: Aramark offers comprehensive benefit programs and services for eligible employees including medical, dental, vision, and work/life resources. Additional benefits may include retirement savings plans like 401(k) and paid days off such as parental leave and disability coverage. Benefits vary by location and are subject to any legal requirements or limitations, employee eligibility status, and where the employee lives and/or works. For more information about Aramark benefits, click here Aramark Careers - Benefits & Compensation.

There is no predetermined application window for this position, the position will close once a qualified candidate is selected. Qualified applicants with arrest or conviction records will be considered for employment in accordance with applicable law, including, but not limited to, the Los Angeles County Fair Chance Ordinance for Employers, the California Fair Chance Act, and the San Francisco Fair Chance Ordinance to the extent that those laws apply to the opportunity.

About Aramark

Our Mission

Rooted in service and united by our purpose, we strive to do great things for each other, our partners, our communities, and our planet.

At Aramark, we believe that every employee should enjoy equal employment opportunity and be free to participate in all aspects of the company. We do not discriminate on the basis of race, color, religion, national origin, age, sex, gender, pregnancy, disability, sexual orientation, gender identity, genetic information, military status, protected veteran status or other characteristics protected by applicable law.

About Aramark

The people of Aramark proudly serve millions of guests every day through food and facilities in 15 countries around the world. Rooted in service and united by our purpose, we strive to do great things for each other, our partners, our communities, and our planet. We believe a career should develop your talents, fuel your passions, and empower your professional growth. So, no matter what youre pursuing - a new challenge, a sense of belonging, or just a great place to work - our focus is helping you reach your full potential. Learn more about working here at http://www.aramarkcareers.com or connect with us on Facebook, Instagram and Twitter.