Account Manager

Description

The position is responsible for managing, developing and coordinating resources to support large accounts.  Additional accountabilities include, but not limited to:  serves as a liaison between company, clients and employees for accounts; schedules jobs and allocates the necessary resources to address the client’s request(s); completes billing, payroll and revenue reporting; maintains a consistent flow of communication with clients; consistent and accurate data entry; addresses all clients issues; and monitors quality assurance on all jobs conducted for assigned accounts.

ACCOUNTABILITIES AND RESPONSIBILITIES

• Manage various accounts; field calls and requests; serve as liaison between company and clients
• Monitor the status of work being completed
• Work with Operations Manager and or Director of Operations at different locations on a daily basis to ensure the proper preparation of work orders and scheduling
• Engage clients in a positive manner via phone and e-mail regarding work performed; build client relationships and maintains client feedback database (CRM)
• Conduct pre and post walks consistently to monitor the quality of service delivered; quality of service needs to exceed the client’s expectations
• Post addition client notes to CRM
• Maintain client files; support regional team in handling of appointments and contacts
• Submit and update client schedule notification letters; invoice clients for services performed
• Maintain a consistent flow of communication with  clients
• Control the Accounts Receivable and billing for accounts in accordance with procedures
• Complete billing, payroll and revenue reporting to company standard
• Administer the proper paper/electronic data flow to and from different locations and accounts and the Central Administrative Offices
• Communicate issues, concerns and questions to supervisor

EXPECTED RESULTS

• Effectively manage multiple accounts and efficient coordinate resources to address client needs
• Timely and effective response to client needs
• Consistently monitor clients and make adjustments to ensure AR goals, invoice processing objectives and data entry standards are met
• Exceptional mitigation of client issues and immediate resolution of service delivery
• Continuous maintenance and development of relationships; alignment of efforts within the team
• Adherence to all policies and procedures

Qualifications

EDUCATIONAL REQUIREMENTS 

• High School Diploma required
• Associates Degree in Business Administration or related field preferred, Bachelors a plus

EXPERIENCE REQUIREMENTS

• 3+ years of administrative, customer service, account management and quality assurance required; collaboration with operations and creating solutions experience desired
• Demonstrated ability to communicate with customers, internal and external
• Demonstrated ability to manage multiple accounts and support clients with changing priorities
• Advanced skills in Microsoft Office suite required; CRM knowledge desired
• Professional personal presentation skills; data entry skills required
• High level of interpersonal skills to handle sensitive and confidential situations required
• Ability to handle changing priorities, establish standards and achieve desired objectives required
• Ability to communicate verbally and in writing to all levels of the company and clients
• Ability to maintain poise, tact and diplomacy required
• Ability to adjust scheduled to meet business needs