JOB SUMMARY
The Account Manager is responsible for meeting a monthly sales quota, retaining and expanding sales in assigned accounts, and obtaining customer feedback for service enhancements. This position also performs account maintenance, resolves customer issues, and liaises with other departments for coordinating service solutions.
CORE RESPONSIBILITIES
- Retain and expand services in mature commercial accounts transitioned from the Sales - House Accounts team.
- Meet monthly service sales quota.
- Actively pursue customer feedback to foster service enhancements.
- Perform account maintenance, which includes account reviews for potential issues, contract renewal dates and service changes.
- Manage customer concerns including service disruption or changes, cancellations or escalated issues.
- Liaise with other departments to coordinate service solutions.
- Recommend and assist with process changes to improve efficiencies.
- Perform various clerical duties, including the completion of customer experience surveys.
- Respond to customer email and voicemail messages within the timeframe established by the department.
- Participate in department and other team meetings.
- Escalate external as well as internal stakeholder concerns to leadership appropriately.
- Other duties as assigned.
REQUIRED SKILLS & QUALIFICATIONS
- High School diploma or its equivalent
- At least two years customer of service or sales experience
- Excellent written and verbal communication skills in English
- Must exhibit a professional demeanor in person and on the phone
- Proficiency with the Microsoft Office suite – i.e. Word, Excel or Outlook
- Must demonstrate a strong work ethic and be willing to adapt to change
- Superior customer service skills and a high degree of professionalism
- Strong attention to detail, effective time management, and organizational skills
PREFERRED SKILLS & QUALIFICATIONS
- College degree
- Bilingual in English and Spanish