Account Manager (Bilingual Spanish/English)

Responsibilities

• Manage large amounts of incoming phone calls/emails.
• Generate sales leads.
• Identify and assess customers' needs to achieve satisfaction.
• Build sustainable relationships and trust with customer accounts through open and interactive communication.
• Provide accurate, valid, and complete information by using the right methods/tools.
• Maintain personal/Account Management team Key Performance Indicators (KPIs).
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
• Keep records of customer interactions, process customer accounts, and file documents.
• Follow communication procedures, guidelines, and policies.
• Take the extra mile to engage customers.
• Manage client/broker communications, conflict resolution, and compliance on client deliverables.
• Review all major deliverables to ensure quality standards and client expectations are met.
• Ensure that client issues are dealt with in an efficient manner, informing the Manager of any problems that may arise.
• Manage customer expectations.
• Responsible for retention of customers.
• Communicate the client's goals and represent the client's interests to the team.
• Provide regular two-way communication between the client and team, to provide strong team representation and set proper client expectations.
• Understand the company capabilities and service and effectively communicate all offerings to the client.

Requirements

• Proven Account Management skills required in order to create, maintain and enhance customer relationships.
• Minimum 2 years of Customer Service Experience.
• Extremely detail oriented.
• Technical competence.
• Motivated, goal oriented, persistent and a skilled negotiator.
• High level of initiative and work well in a team environment.
• Excellent written and oral communication skills – Both English and Spanish.
• Handles stressful situations and deadline pressures well.
• Plans and carries out responsibilities with minimal direction.
• Consultative skills required to work with customers and brokers.