Account Support Associate

Enhanced Job Description 📌 Core Information 🔹 Job Title: Account Support Associate 🔹 Company: Pitney Bowes 🔹 Location: Remote (Wisconsin, United States) 🔹 Job Type: Full-Time 🔹 Category: Customer Support 🔹 Date Posted: April 4, 2025 🚀 Job Overview Key aspects of this role include: - Interacting with clients to resolve complex billing issues - Collaborating with sales and other departments to solve client issues - Managing workday with little guidance and high level of autonomy - Providing recommendations for services or products to drive revenue - Navigating collections activities on accounts where appropriate ASSUMPTION: This role requires strong problem-solving skills, excellent communication, and the ability to work independently. 📋 Key Responsibilities ✅ Work one-on-one with clients and sales to solve complex billing issues within all Pitney Bowes entities via phone, email, and chat - ASSUMPTION: This involves active listening, understanding client needs, and providing clear and concise direction. ✅ Collaborate with other departments to solve client issues - ASSUMPTION: This requires effective communication and coordination with various teams to resolve client problems. ✅ Find the root cause to prevent repeat issues - ASSUMPTION: This involves analytical thinking and process improvement skills to identify and address the root cause of recurring issues. ✅ Navigate collections activities on accounts where appropriate - ASSUMPTION: This may involve delicate communication with clients regarding outstanding payments and collections processes. ✅ Help drive Pitney Bowes revenue by identifying client needs and providing recommendations for services or products - ASSUMPTION: This requires a proactive approach to understanding client needs and matching them with appropriate Pitney Bowes offerings. ✅ Manage your workday with little guidance and a high level of autonomy - ASSUMPTION: This role demands strong organizational skills, time management, and the ability to work independently with minimal supervision. ✅ Discuss topics with clients with great attention to detail - ASSUMPTION: This involves excellent communication skills and the ability to handle complex conversations with clients. ✅ Complete other duties as assigned - ASSUMPTION: This may include ad-hoc tasks or projects as required by the team or the organization. 🎯 Required Qualifications Education: - High School diploma or equivalent Experience: - 0-2 years of relevant experience Required Skills: - Strong analytical and organizational skills - Ability to multitask and manage change well - Strong verbal and written communication skills - Active listening skills to determine customer needs and the best course of action - Ability to work with flexibility and adaptability in a fast-paced environment - Excellent phone and email etiquette - The ability to troubleshoot issues and provide clear and concise direction to the client - Strong working knowledge of Customer Relationship Management (CRM) tools Preferred Skills: - Experience with SendTech Solutions products and services - Familiarity with the mailing and shipping industry ASSUMPTION: While not required, experience with SendTech Solutions products and services, and familiarity with the mailing and shipping industry, would be beneficial for success in this role. 💰 Compensation & Benefits Salary Range: $17 / hour (Wage range provided in the job description, with the actual pay dependent on skills, experience, and location) Benefits: - Career growth opportunities - Inclusive environment that encourages diverse perspectives and ideas - Comprehensive benefits globally, including PB Live Well program Working Hours: 40 hours per week, with flexibility and adaptability required to work in a fast-paced environment. 📌 Applicant Insights 🔍 Company Context Industry: Pitney Bowes operates in the global shipping and mailing industry, offering technology-driven solutions, mailing innovation, and financial services to clients worldwide. Company Size: 10,001+ employees Founded: 1920, with headquarters in Stamford, CT, and operations across the United States, Europe, Asia, and Australia. Company Description: Pitney Bowes is a technology-driven company that provides SaaS shipping solutions, mailing innovation, and financial services to clients around the world – including more than 90 percent of the Fortune 500. Small businesses to large enterprises, and government entities rely on Pitney Bowes to reduce the complexity of sending mail and parcels. Company Specialties: - Global Ecommerce - Ink and Toner - Mailing Supplies - Postage Meters - Shipping & Mailing - Mail Room Operations - Presort Services - Financial Services - APIs - Fulfillment - Delivery - Returns - Cross Border Ecommerce - Presort Services - Equipment Financing Company Website: Pitney Bowes 📊 Role Analysis Career Level: Entry-level to mid-level, with opportunities for growth and development within the organization. Reporting Structure: This role reports directly to the SendTech Solutions team, with potential collaboration with other departments, including sales, finance, and operations. Work Arrangement: On-site, with the opportunity for remote work due to the nature of the role. Growth Opportunities: - Career progression within the SendTech Solutions team or other departments - Development of skills in customer support, problem-solving, and communication - Exposure to various aspects of the mailing and shipping industry ASSUMPTION: This role offers growth opportunities for individuals looking to build a career in customer support, problem-solving, and the mailing and shipping industry. 🌍 Location & Work Environment Office Type: Pitney Bowes maintains multiple office locations across the United States, Europe, Asia, and Australia, with the option for remote work for this specific role. Office Location(s): - 3001 Summer Street, Stamford, CT 06926, US - 350 Jordan Rd, Troy, New York 12180, US - 37 Executive Drive, Danbury, CT 06810, US - 9 Rue Paul Lafargue, Saint-Denis, IdF 93210, FR - 68-72 Waterloo Rd, Sydney, NSW 2113, AU - 130 Sandringham Avenue, Langlands House,, Harlow, England CM19 5QA, GB - 3 Lombard Street East, Suite 8, Dublin, D02 HC78, IE Geographic Context: Wisconsin, United States Work Schedule: Flexible, with the ability to work with flexibility and adaptability required to work in a fast-paced environment. ASSUMPTION: The remote nature of this role allows for flexibility in work arrangements, with the ability to work from various locations within the United States. 💼 Interview & Application Insights Typical Process: 1. Online application submission 2. Phone or video screening 3. In-person or virtual interview with the hiring manager 4. Final interview with the team or additional stakeholders 5. Background check and onboarding Key Assessment Areas: - Problem-solving skills - Communication skills - Adaptability and flexibility - Customer focus - Technical skills related to CRM tools and the mailing and shipping industry Application Tips: - Tailor your resume and cover letter to highlight relevant skills and experiences for this role - Prepare for behavioral interview questions that focus on problem-solving, communication, and adaptability - Familiarize yourself with Pitney Bowes products and services, as well as the mailing and shipping industry ATS Keywords: Account Support, Billing Issues, Customer Support, Problem-Solving, CRM Tools, Mailing & Shipping Industry ASSUMPTION: The application process for this role may vary, and it is essential to follow the instructions provided by Pitney Bowes during the application process. 🛠️ Tools & Technologies - Customer Relationship Management (CRM) tools (e.g., Salesforce, Microsoft Dynamics 365) - SendTech Solutions products and services (e.g., SendPro MailCenter, PitneyShip Cube, Smart Lockers) - Mailing and shipping industry-specific software and tools ASSUMPTION: Proficiency in CRM tools and familiarity with SendTech Solutions products and services would be beneficial for success in this role. 👔 Cultural Fit Considerations Company Values: - Client-centric approach - Collaboration and teamwork - Continuous improvement and innovation - Integrity and ethical behavior - Diversity, equity, and inclusion Work Style: - Fast-paced and dynamic environment - Strong focus on problem-solving and customer support - Collaborative and team-oriented culture - Opportunities for growth and development Self-Assessment Questions: - How do you handle complex billing issues and navigate client interactions with patience and a friendly manner? - How do you approach finding the root cause of repeat issues and preventing them in the future? - How do you balance working independently with minimal guidance and collaborating with other departments to solve client issues? ASSUMPTION: Candidates should assess their fit with Pitney Bowes' company values and work style, as well as their ability to thrive in a fast-paced, collaborative environment. ⚠️ Potential Challenges - Handling complex billing issues and client interactions with patience and empathy - Working independently with minimal guidance and managing time effectively - Navigating collections activities on accounts where appropriate, requiring delicate communication with clients - Keeping up with industry trends and technological advancements in the mailing and shipping industry ASSUMPTION: Candidates should be prepared to face these challenges and have strategies in place to overcome them successfully. 📈 Similar Roles Comparison - Account Support Associate vs. Customer Support Representative: - Both roles involve handling client inquiries and resolving issues, but the Account Support Associate role focuses more on billing and collections activities. - The Customer Support Representative role may have a broader scope, including technical support, order management, and returns processing. - Account Support Associate vs. Billing Specialist: - Both roles require strong analytical and problem-solving skills, but the Billing Specialist role may have a more narrow focus on billing-related issues. - The Account Support Associate role may involve additional responsibilities, such as client communication, collections, and revenue generation. ASSUMPTION: Candidates should consider the specific responsibilities and requirements of each role when comparing similar positions in the industry. 📝 Sample Projects - Billing Issue Resolution: Develop and implement a process for efficiently resolving complex billing issues, minimizing client effort, and maximizing client satisfaction. - Collections Improvement: Identify opportunities to improve collections activities, streamline processes, and enhance client communication regarding outstanding payments. - Revenue Generation: Analyze client data to identify opportunities for upselling or cross-selling Pitney Bowes products and services, driving revenue growth and client retention. ASSUMPTION: These sample projects demonstrate the range of responsibilities and initiatives that an Account Support Associate may undertake to drive success in the role. ❓ Key Questions to Ask During Interview - What are the most common billing issues faced by clients, and how does the team approach resolving them? - How does the team collaborate with other departments to solve client issues and drive revenue growth? - What opportunities are there for professional development and growth within the SendTech Solutions team or the broader organization? - How does the company support work-life balance for employees in this role? - What are the key performance indicators (KPIs) used to measure success in this role, and how are they tracked and reported? ASSUMPTION: Candidates should ask thoughtful questions that demonstrate their interest in the role and the company, as well as their understanding of the industry and the specific responsibilities of the position. 📝 Next Steps for Applicants To apply for this position: - Submit your application through this link: Pitney Bowes Careers - Tailor your resume and cover letter to highlight relevant skills and experiences for this role, emphasizing problem-solving, communication, and adaptability - Prepare for phone or video screening and in-person or virtual interviews, focusing on your ability to handle complex billing issues, navigate client interactions, and work independently with minimal guidance - Follow up with the hiring manager or the team after your interview, expressing your interest in the role and any additional questions you may have - ⚠️ This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.