Account Manager

What You’ll Do

• Build strong client relationships to maintain and maximize volume.
• Communicate with clients and vendors to ensure the service work order is understood and can be completed accurately.
• Acting in the client’s best interest, staying within allotted budget, and ensuring the needs of the service are met.
• Problem solving any client or vendor concern, while keeping track of all processes that pertain to the work order.
• Ability to be creative in problem solving without reliance on or guidance from superiors.
• Maintain and delegate work orders to Account Representatives/Account Coordinators and disburse work when team member is out on PTO/Sick.
• Review escalated work orders daily and ensure a plan of action to resolve is put into place.
• Review Aging Report on recurring basis to distinguish jobs that need forward movement; partner with AR/AC as needed on next steps to get the work order moving along.
• Understand client rates; what is considered outside contracted rates in order to maximize margin and prevent future discrepancies while reviewing any quote submissions.
• Handle any client specific reports as laid out by Team Manager. Trend analysis for clients using views/reports.
• Proactively reach out to clients to check in, review any trends, provide periodic updates on team/company.
• Assign new work orders to yourself for your assigned clients and create/assign new dispatches follow ups to AR/AC or self when needed.
• Full ownership of work orders and client accounts with the ability to handle client requests through to completion.
• Monitor overdue follow ups and escalate when you need assistance.
• Use of Third-Party Technology (3P) sites to update client as needed through life cycle of cases.
• Understand views, view creation, and cube use to develop time management and accomplish daily/weekly goals.
• Ability to successfully qualify costs. As well as being able to negotiate with the client &/or vendor to maximize margins.
• Sense of urgency to handle tasks timely and escalate as needed.
• Proficient understanding using Excel; Expertise experience using Outlook and Internet research tools.

Skills & Experience

• Bilingual a plus.
• Demonstrated ability to consistently exceed the performance requirements of the position’s duties.
• High School/College experience or related industry experience.
• One year of experience working in a fast-paced office environment.
• Time management: The ability to meet deadlines prioritizes, organize and manage multiple projects.
• Ability to exercise flexibility, initiative, and good judgment.
• Strong customer orientation and communication skills.
• Proficient understanding using Excel; Expertise experience using Outlook and Internet research tools.