National Accounts, Client Services Coach

Location: Harrisburg, PA
Job Type: Full-time

About the role

Assists Client Service management; provides client service associates with additional assistance, side-by-side coaching, ongoing training & development, and co-facilitates new hire training. Cultivates and maintains on-going functional partnerships and client relationships.

Key Performance Indicators

• Completion rate of weekly assigned calls/emails/cases to review
• Completion rate of weekly coaching 1:1s with assigned colleagues
• Maintain acceptable availability % to help support team chats
• Availability to respond to incoming contacts when requested due to high SLA demand

Responsibilities

• Responsible for the creation and execution of unique and individualized training plans for underperforming client service colleagues
• Performs side-by-side listening of associate calls, reviewing emails/portals and cases, and overall performance
• Provides real-time associate coaching and development
• Participates in recruiting activities and assists with candidate interviews
• Co-facilitates new hire and recurrent training
• Facilitates recognition programs & organizes center activities
• Cultivates and maintains functional relationships
• Assists in ensuring maximum sensitivity, proper routing, and responsiveness to customer requirements

Requirements

• Minimum of six (6) months in a client service position
• Excellent written and verbal communication skills
• Strong familiarity with National Accounts
• Previous leadership experience a plus
• Ability to multi-task in a fast-paced environment
• Basic knowledge of Google, Salesforce, and NA systems
• Exceptional organizational skills
• Self-motivator and self-starter

Leadership Traits and Characteristics

• Proven job knowledge by meeting performance expectations
• Ability to coach and mentor
• A results-oriented approach
• Excellent organizational and leadership skills
• Demonstrate leadership at all levels
• Maintains positive, professional behavior
• Ability to work under pressure
• Strong verbal and written communication skills
• Effective presentation skills
• Ability to manage time
• Demonstrate a strong work ethic
• Maintains sound judgment
• Detail oriented
• Acts with the highest standards of integrity
• Builds enduring and trusting relationships across all key stakeholders

Qualifications

High School Diploma

Benefits

All Full-Time Colleagues qualify for the following benefits starting on day 1, and Part-Time Colleagues qualify for most benefits after meeting certain criteria:

• Professional and Personal Growth
  • Multiple avenues to grow your career
  • Training and development programs available
  • Tuition Reimbursement benefits (for FT Colleagues)
• Health and Wellness
  • Health benefits including Medical, Dental, Vision, Disability, and Life Insurance plus much more
  • Full-time colleagues are eligible to begin enrollment immediately upon hire with benefits starting on day 1
• Savings and Retirement
  • 401(k) retirement plan with company-matching contributions
• Work-Life Balance
  • Vacation days & sick days
  • Company-paid holidays & floating holidays
  • A company mindset that prioritizes health, safety, and flexibility