Account Representative AU

An Account Representative acts as a primary contact for customers, handling orders and addressing the needs of new, existing, and renewing customers through various communication channels, including phone, web chat, and email. This role requires a functional understanding of PMPC products and subscription licensing models, as well as a solid comprehension of sales and order management processes. Duties also include resolving customer complaints and feedback to boost satisfaction and secure both sales and renewals. The role is vital for key business functions such as quoting, order processing, invoicing, and renewal requests. With a focus on delivering an excellent customer experience, they collaborate with Account Managers to manage more complex customer needs. 
This position is a fully remote work from home (WFH), but candidates must live and be authorized to work within Australia without employer sponsorship or transfer of employer sponsorship.

What We Pay:

• Competitive Base Salary: 64,000 - 78,000 AUS based on experience and location.

Monetary and Other Benefits We Offer:

• Medical, Dental, and Vision Coverage
• Other Benefits: three months paid parental leave, PTO, three days volunteer leave, charitable donation matching, tuition reimbursement, gym membership, internet stipend, pet insurance, and more.
• Disclaimer: Benefits are subject to change

To view more detailed information about our benefits at Patch My PC, please see: https://patchmypc.com/careers#we-care

Duties and Responsibilities 

Customer Relationship Management 

• Act as a primary point of contact via phone, email and web chat 

• Triage and respond to customer enquiries 

• Listen to customers and identify their needs 

Sales & Order Management 

• Guiding customers from initial enquiry through the sales cycle 

• Preparing and managing quotes, negotiating pricing 

• Handling and/or escalating contract amendments 

• Order fulfilment and invoicing 

• Processing renewals 

Issue Resolution 

• Identifying issues and taking ownership of the resolution 

• Complaint handling 

• Escalating complex issues 

Internal Collaboration & Teamwork 

• Communicating and collaborating across customer facing functions 

• Collaborate with and support colleagues 

• Participate in team meetings 

Documentation 

• Maintaining and updating the CRM with accurate customer data   

Product Knowledge 

• Understanding and communicating the value of PMPC products 
   

Additional Job Requirements: 
Other essential requirements of this role require: 

• May sit for prolonged periods of time 

• May be required to lift up to 20 pounds. 

• Requires significant use of personal computer, phone and general office equipment. 

• Needs ability to communicate effectively through reading, writing, and speaking over the phone and/or through office applications such as teams or zoom meetings. 

• The use of various types of vision, including but not limited to close vision, distance vision, and color differentiation. 

• Ability to perform tasks that require fine motor skills, such as typing and data entry. 

 
Reasonable accommodations can be made to enable individuals with disabilities to perform the job. 

Position Type/Expected Hour of Work 
Position is Full-Time / Exempt  

Travel 
Some travel may be required  

Work Authorization 
Must be authorized to work in the Australia. Patch My PC is unable to sponsor work visas for this position at this time. For candidates applying from outside the AU, please ensure that you meet the work authorization requirements in your respective country. 

AAP/EEO Statement 
Patch My PC is an Equal Opportunity Employer and is committed to a policy of equal treatment and opportunity in every aspect of its recruitment and hiring process without regard to age, alienage, caregiver status, childbirth, citizenship status, color, creed, disability, domestic violence victim status, ethnicity, familial status, gender and/or gender identity or expression, marital status, military status, national origin, parental status, partnership status, predisposing genetic characteristics, pregnancy, race, religion, reproductive health decision making, sex, sexual orientation, unemployment status, veteran status, or any other legally protected basis. Women, racial and ethnic minorities, persons of minority sexual orientation or gender identity, individuals with disabilities, and veterans are encouraged to apply for vacant positions at all levels. 
As part of our commitment to affirmative action, we strive to ensure that all qualified applicants have an equal opportunity for employment. We actively seek to recruit, hire, and promote individuals from diverse backgrounds and encourage all qualified candidates to apply.