Account Manager - Call Center

Houston, TX

Posted: 09/04/2018 Industry: None Job Number: 42982
FTS is seeking an experienced Account Manager for an opportunity with a busy safety solutions company in Houston.
Position Summary: Manages the relationship between the customer and the assigned customer support teams to ensure that expectations are being met for the client.
Qualifications required:
  • High school diploma and six (6) years of corporate/retail customer service experience, or an associate degree with four (4) years of corporate/retail customer service experience, or a bachelor s degree with two (2) years of corporate/retail customer service experience
  • Intermediate level in Microsoft Office Suite
Qualifications desired:
  • Call center management experience
  • Account Management experience
  • Microsoft Dynamics Admin
Essential functions and responsibilities:
  • Responsible for managing top 10 clients based on revenue Utilizes Cisco and/or Microsoft Dynamics reporting tools and feedback from direct reports to determine patterns in customer service related requests
  • Identifies training gaps for Client Service Staff Members
  • Conducts pre-shift meetings with the assigned customer service team to ensure pertinent information is disseminated to the team
  • Addresses issues and/or coaching opportunities regarding quality audits
  • Supports and drives the customer service team to achieve all KPI s
  • Develops and nurtures relationships with customers
  • Oversees issue tracking approval process to ensure accurate information is being sent to the appropriate department for completion
  • Interprets, communicates, and implements client service policies and procedures to direct reports
  • Completes annual employee performance evaluations
  • Plans, prepares, and adjusts work schedules and duties according to customer needs, workloads and statistical forecasts
  • Assists Client Support Representatives in resolving problems, completing work, and communicating with select clients by phone and in client facing meetings
  • Takes the lead on major consolidation/alterations by coordinating with the Account Setup Manager
  • Monitors daily reports on the Client Support Representatives turnaround time, completeness, accuracy and content of work
  • Manages and solves conflicts with customers by providing root cause analysis and a proposed solution
  • Updates and distributes work instructions and operating manuals to Client Support Representatives as they change
  • As necessary and/or during peak times answers incoming phone calls, emails and voice messages through the call center
  • Communicates major account changes/initiatives with the necessary sales teams
  • Interacts and coordinates with the sales team when opportunities and/or conflicts arise
  • Participates in the hiring process to evaluate talent level of incoming applicants
  • Manages select duties as defined by the Client Services Director
  • Performs other related duties as assigned
Employees are offered a competitive pay and benefits package and a fun and exciting place to work. We have a collaborative and team oriented culture with numerous opportunities for career advancement. We offer monthly appreciation events and strive to provide a learning environment where each employee is encouraged to participate in continuing education and training.
EOE/M/F/Vet/Disability
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