Job Description

The Account Representative is responsible for managing assigned customer accounts and delivering a high-touch, luxury-level service experience. This role serves as the primary liaison between the company and its customers, ensuring requests are handled efficiently, issues are resolved promptly, and client relationships are maintained to the highest standards.

The position operates in a remote environment while supporting West Coast business hours and requires monthly in-office participation for collaboration, training, and team alignment. This person must be based in Southern California.

Primary Duties and Responsibilities

Client Relationship Management (35%)

• Serve as the primary point of contact for assigned clients, ensuring a seamless and elevated customer experience
• Build and maintain long-term, trust-based relationships
• Understand client needs and provide tailored support and guidance

Customer Experience & Support (25%)

• Respond promptly to client and sales rep inquiries, requests, and concerns
• Resolve issues with professionalism, discretion, and attention to detail
• Anticipate client needs and proactively provide solutions and recommendations

Account Management & Coordination (15%)

• Support account maintenance activities, including status updates and service coordination
• Ensure accurate handling of client requests, orders, and follow-ups
• Act as a liaison between clients and internal teams to ensure execution and follow-through

Luxury Brand Representation (15%)

• Deliver a white-glove, personalized service experience aligned with luxury brand standards
• Maintain expert-level knowledge of products, craftsmanship, and brand positioning
• Represent the brand with professionalism, polish, and attention to detail

Cross-Functional Collaboration (5%)

• Partner with internal teams (Customer Care, Marketing, Operations) to support a seamless client experience
• Participate in monthly in-office collaboration sessions and trainings
• Share client insights and feedback to support continuous improvement

Administrative & Reporting (5%)

• Maintain accurate account records and client interactions in CRM systems
• Track service activity and provide updates as needed
• Prepare basic reports, documentation, and client communications

Education and Experience Profile

• 2–5 years of experience in customer service, account coordination, or client support roles
• Strong communication and interpersonal skills
• Ability to manage multiple priorities in a fast-paced environment
• Proficiency with CRM systems and standard business tools (Outlook, Teams, Excel, Salesforce)
• Ability to work independently in a remote setting while maintaining accountability

Required Skills

• Strong relationship-building and communication skills
• Exceptional customer service mindset with attention to detail
• Have strong organizational skills and the ability to prioritize tasks
• Ability to manage multiple client relationships independently
• Proficiency in CRM systems and digital collaboration tools

Work Environment

The work environment is primarily remote, with required participation in monthly in-office collaboration and training sessions. The role requires adherence to West Coast business hours regardless of geographic location.

The above information on this description has been designed to indicate the general nature and level of work performed by employees within this job/classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

Pay Range: $33,863 to $53,213.

This “base salary range” is a reasonable estimate for this position at the time of posting. Pay within each range is based on a variety of factors including, but not limited to, to primary work job-related knowledge, skills, experience, business requirements and geographic location. ASSA ABLOY conducts regular review of compensation ranges and therefore reserves the right to alter this range at any given time.

ASSA ABLOY is an Equal Employment Opportunity employer.

We are the ASSA ABLOY Group
Our people have made us the global leader in access solutions. In return, we open doors for them wherever they go. With nearly 63,000 colleagues in more than 70 different countries, we help billions of people experience a more open world. Our innovations make all sorts of spaces – physical and virtual – safer, more secure, and easier to access.

As an employer, we value results – not titles, or backgrounds. We empower our people to build their career around their aspirations and our ambitions – supporting them with regular feedback, training, and development opportunities. Our colleagues think broadly about where they can make the most impact, and we encourage them to grow their role locally, regionally, or even internationally.

As we welcome new people on board, it’s important to us to have diverse, inclusive teams, and we value different perspectives and experiences.