Customer Account Management Representative

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Job Summary:

The person hired for the position of Customer Account Management Representative will handle varied customer transactions; including inbound calls, customer order entry and servicing customer accounts; communicate with other departments and providers to research and resolve issues, identify and implement service solutions; monitor progress using service measurement systems; identify areas to improve communications and efficiency of operations through continuous improvement efforts; work to enhance knowledge in key service areas; and other duties as assigned.

Primary Responsibilities include but are not limited to the following:

  • Acts as the primary liaison with Mind Rocket Interactive customers
  • Communicates clearly and professionally with Mind Rocket Interactive personnel by telephone and/or written correspondence
  • Educates and informs the customer of various processes and directs customers to appropriate resources
  • Develops and leads improvements and/or solutions to work processes and tools
  • Links projects to business strategies and initiates actions that deliver results
  • Handles non-routine and difficult inquiries. Adapts differing techniques and methods to develop solutions for a variety of complex issues
  • Resolves non-routine and difficult customer complaints and ensures response to product and service inquiries - Has knowledge and understanding of the current processing systems and can provide service to internal and external customers
  • Handles internal and external customer inquiries, claims and complaints; interprets policies and regulations, investigates problems; and communicate with other departments and providers to research and resolve issues, identify and implement service solutions
  • Improves customer satisfaction by identifying patterns of problems and barriers to solutions. Provides insight to resolve problems
  • Participates in and maintains a quality service culture within the team

Basic Qualifications: 

  • Bachelor's degree or higher from an accredited university
  • Minimum of three (3) combined years of customer service and/or sales experience

Preferred Qualifications:

  • Corporate learning and/or marketing experience is preferred
  • Experienced with cross-functional project leadership preferred
  • Possesses exceptional customer service competencies
  • Enjoys helping and interacting with other people in a friendly courteous manner and give continuous attention to customer satisfaction
  • Ability to resolve conflicts effectively and take the initiative to resolve issues before they become problems
  • Ability to work in a high volume rapidly changing environment
  • Ability to work in a team environment and willing to collaborate and compromise, including team leadership
  • Strong active listening skills
  • Ability to follow through with commitments and show concern for the needs of others
  • Excellent oral and written communication, including presentation skills
  • PC literate, including Microsoft Office products
  • Strong organizational skills with the ability to stay focused on tasks
  • Good interpersonal skills
  • Clear and conceptual thinking ability; excellent judgment and discretion
  • Prefers to stay busy with a full workload and enjoys meeting challenges
  • Ability to handle work-related stress; handle multiple priorities simultaneously; and meet deadlines

Location: Los Angeles, CA

Travel: May include up to 5% domestic/international

Relocation: Is not authorized          

Must be legally authorized to work in country of employment without sponsorship for employment visa status (e.g., H1B status)

Mind Rocket Interactive is an equal opportunity employer.  Mind Rocket Interactive will not discriminate against any applicant for employment on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or veteran status.




Los Angeles