Key Facts

Remote From:

Full time

Mid-level (2-5 years)

Spanish

Hard Skills

Account Management Client Services Salesforce Account Management Case Management Systems Standard Operating Procedure Identity And Access Management User Accounts LiveChat Contact Management Systems Sales Management Employee Onboarding Business Development Data Collection Continuous Improvement Process Email Management

Other Skills

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Record Keeping
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Communication
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Active Listening
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Time Management
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Teamwork
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Organizational Skills
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Problem Solving

Sourcewell

About Sourcewell

Sourcewell is a self-supporting government organization, partnering with education, government, and nonprofits to boost student and community success. We provide training and shared services to our central-Minnesota members. Throughout North America, we offer a cooperative purchasing program with over 200 awarded vendors on contract. On behalf of our 50,000 members, Sourcewell conducts competitive solicitations, awarding to the most responsive and responsible vendors at the manufacturer level. Members can purchase off these contracts through their local dealers, streamlining the procurement process. Sourcewell is driven by service and the ability to strategically reinvest in member communities. Our Mission: To build valued relationships, deliver innovative solutions with integrity, and exceed the expectations of our members. Our Vision: Sourcewell provides member-centered solutions that enable Government, Education, and Nonprofit agencies to work more efficiently and leverages its resources to effectively re-invest in the communities we serve as an invaluable Service Cooperative partner. Sourcewell uses social media to present news/info relating to Sourcewell and the procurement profession. We encourage interaction, but please note this is a moderated online discussion site and not a public forum. Once posted, Sourcewell reserves the right to delete from its Page submissions that contain: (I) vulgar language (ii) personal attacks of any kind (iii) comments that target or disparage any ethnic, racial, or religious group (iv) spam or links to other sites (v) promotion or endorsement of commercial services, products, or entities (vi) content that is clearly off topic (vii) advocacy of illegal activity (viii) promotion of particular services, products, or political organizations or candidates (ix) copyrights or infringements Comments on this Page do not reflect the opinions and positions of Sourcewell.

Founded: 2018

Company size: 201 - 500

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Job description

Position Title:

Account Specialist

Salary Range:

Account Specialist (Grade 13, non-exempt). Hourly salary range: $32.38 – $40.48. This range reflects the minimum to midpoint of the grade. Salary may exceed the midpoint and will commensurate with experience.

Senior Account Specialist (Grade 14, non-exempt). Hourly salary range: $36.62 – $45.77. This range reflects the minimum to midpoint of the grade. Salary may exceed the midpoint and will commensurate with experience.

Job Description Summary:

The person in this position works collaboratively within Enterprise Solutions to ensure that all clients are provided with a client-centric experience. This position communicates with participating entities, processes and administers account registrations, gathers insights, maintains accurate documentation within Salesforce and communicates information to support the Government Accounts team.

Essential Duties and Responsibilities

Communicates with clients using or interested in using Sourcewell’s enterprise solutions.

Confer with clients by telephone or via the web to provide information about products or services, obtain details about client inquiries and answer questions in a timely manner.
Listen actively to understand concerns of the public or potential clients and provide accurate, relevant, and timely responses.
Maintain records of client interactions including; recording details of inquiries, complaints, comments, and the actions taken.
Resolve client inquiries/complaints in an efficient and timely manner.
Refer unresolved client inquiries or complaints to internal teams and collaborates with these teams escalate and resolve issues ensuring a seamless user experience.
Provide clients or potential clients with overviews of Sourcewell tools (i.e. Web site, Contract Directories, Buy Sourcewell, and other internal or external tools.)
Confer with clients via online live chat, and answers basic inquiries. Schedules agency account reviews with key accounts.
Schedule agency account reviews with key accounts.

Manage account registrations.

Monitors the client e-mail inbox for inquiries and responds in a timely manner.
Processes unsubscribes resulting from mass communications and document accordingly.
Processes updated contact profiles for participants.
Reviews and verifies incoming account registrations from assigned lead source and determines qualification level.
Ensures accurate account contact information and account integrity
Provides account verification to agencies, suppliers, and partners
Meets user expectations by providing exceptional service and meet their needs

Participates in continuous improvement efforts for the Account Specialist team.

Provide technical expertise, application administration, and training on Salesforce and other account related systems to the team.
Participate in the development of standard work instructions, policies, and procedures related to account processes.

Other duties as assigned.

Additional Job Description:

Required Qualifications

Associate's Degree in a relevant field AND one (1) year of experience in sales management, PYL management, business development, account management, client relations/development, or other directly related experience,
OR
A combination of related post-secondary and/or professional education/training and demonstrated relevant work experience equivalent to a total of three (3) years.

Experience working in a business environment.
Strong communication, problem-solving and organizational skills
Experience serving internal or external customers

In addition to the above, the Senior Account Specialist required qualifications include:

Associate degree in a relevant field AND two (2) years of experience in sales management, PYL management, business development, account management, client relations/development, or other directly related experience,
OR
A combination of related post-secondary and/or professional education/training and demonstrated relevant work experience equivalent to a total of four (4) years.

Preferred Qualifications

Experience with Salesforce platforms, including Sales Cloud, Service Cloud, Case Management, or a comparable customer service/ticketing system
Ability to work a regular schedule of 10:00 a.m. to 6:30 p.m. Central Time
Availability to participate in onboarding and training during the first two months on a schedule of 8:00 a.m. to 4:30 p.m. Central Time
Spanish bilingual skills

Location:

This is a remote position, and is subject to Sourcewell's telecommuting policies and procedures.
Must be able to meet travel requirements for this position, which is approximately three (3) times per year including occasional travel to Staples, MN for meetings, professional development or team activities. Notice will be given ahead of time.

Full Time/Part Time:

Full time

Position Type:

Regular

Scheduled Hours:

At Sourcewell, collaboration, respect, and belonging are the core of who we are. We believe in giving back to the community, offering paid volunteer time for staff, and supporting one another to do our best work. We’re proud to have been recognized by Top Workplaces, the nation’s leading employer recognition program, annually since 2016.

Our values:

Seek. Be curious.

Empower. Be accountable and liberate others.

Impact. Be a difference maker.

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