Teams at ScentAir Technologies LLC

Provides front-line intake for technical support requests by answering customer calls, gathering issue and equipment details, creating and documenting Salesforce service cases, categorizing and routing cases, and communicating next steps. The role requires accurate data entry, strong organization, customer-focused communication, and basic knowledge of connectivity, mobile applications, electronics, and connected equipment. It also supports case follow-up, data accuracy, and collaboration with internal teams.

Analyzes and improves cross-functional business processes by measuring costs, removing inefficiencies, and selecting process, automation, RPA, or AI solutions. Builds low-code automations and prototypes, develops business cases, partners with IT on larger implementations, trains employees, leads change management, and tracks validated savings. The role also governs AI usage, manages the improvement pipeline, and reports progress to IT leadership.

Manage customer accounts through retention, renewal, issue resolution, contract negotiation, and service upselling. Respond to inbound requests in Salesforce, proactively contact cancellation-risk customers, evaluate needs, negotiate pricing and discounts, maintain accurate account data, and meet retention and performance goals while delivering personalized customer support.