Specialist, Account Services

Position Purpose:

The White Glove Specialist is a high-touch, customer and sales facing role dedicated to delivering an exceptional, seamless experience for all trade credit customers and business partners. This specialist provides dedicated, hand-held guidance to any customer or field sales representative throughout the onboarding process, assisting with complex account setups, answering operational questions, and managing general inbound communication channels. The goal of this role is to eliminate friction, expedite the credit onboarding journey, and support overall business growth through superior, supportive customer service for any account.

Key Responsibilities

Customer & Sales Support (High-Touch Customer Care)

• Onboarding & Hand-Holding: Actively guide trade customers step-by-step through the account registration and set-up, paying invoices, dispute intake, etc.
• Inbound Communication Management: Serve as the primary point of contact for inbound phone calls and email queues, resolving inquiries from all trade customers and sales teams with speed, empathy, and professionalism.
• Sales Enablement: Collaborate closely with field sales teams to resolve account status issues, expedite credit decisions, and clear bottlenecks for trade accounts.
• Informed Problem Solving: Answer customer inquiries regarding account status, credit limits, system navigation, and available payment programs.

Direct Manager/Direct Reports:

• Position Reports to Sr. Manager, Trade Credit.

• Position has 0 direct reports

Travel Requirements:

• No travel required.

Physical Requirements:

• Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions, there may be a need to move or lift light articles.

Working Conditions:

• Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.

Minimum Qualifications:

• Must be eighteen years of age or older.

• Must be legally permitted to work in the United States.

Preferred Qualifications:

• Working knowledge of Microsoft Office Suite.

• Demonstrated ability to collaborate and work effectively with cross-functional teams.

• Ability to negotiate, handle complaints, settle disputes, and resolve grievances with both internal and external customers.

• Excellent written and verbal communication skills.

• 2+ years of experience in B2B collections, Accounts Receivable, or a related finance role. (Construction or Trade industry experience is a strong plus).

• Proficiency in Microsoft Excel (VLOOKUP, Pivot Tables), Power BI and experience with AR/Credit Systems (i.e., Bectran).

• Familiarity with fair debt collection practices and a general understanding of lien rights/bond claim laws is preferred, but not required (will train).

• Soft Skills: Strong negotiation skills with the ability to remain professional under pressure. Ability to distinguish between a customer with a temporary cash-flow issue vs. a bad debt risk.

Minimum Education:

• The knowledge, skills and abilities typically acquired through the completion of a high school diploma and/or GED.

Preferred Education:

• The knowledge, skills and abilities typically acquired through the completion of a bachelor's degree program or equivalent degree in a field of study related to the job.

Minimum Years of Work Experience:

• 2

Preferred Years of Work Experience:

• No additional years of experience

Minimum Leadership Experience:

• No previous leadership experience

Preferred Leadership Experience:

• No additional years of previous leadership experience

Certifications:

• None

Competencies:

• Action Oriented

• Collaborates

• Drives Engagement

• Communicates Effectively

• Customer Focus

• Drives Results

• Manages Conflict