Job Description
Description
The Client Account Representative II is responsible for supporting the daily activities related to the processing of assigned client accounts, both shared and solely supported, and for timely responses to internal and external requests in an effort to identify process improvements and facilitate solutions.
PRINCIPAL RESPONSIBILITIES AND DUTIES:
Independently process and respond to routine questions, processing issues, and requests according to company defined procedures.
Thoroughly analyze issues and requests and clearly communicate them verbally and in writing using company approved methods and tools.
Make customers and their needs the primary focus of one's actions by developing and sustaining productive customer relationships.
Ensure application of best practices through consistent evaluation of key metrics, independently driving process improvement efforts to advance account standing.
Act as a positive representative of the company, both internally and externally, in accordance with written principles of the organization without direction or oversight from management.
Keep account manager or superior informed of significant issues on a timely basis.
Seek guidance from the appropriate account manager or superior on significant non-routine issues.
Possess a thorough understanding of and ability to explain and promote our web-based services.
Solely support assigned accounts in such a manner that an authoritative relationship is developed.
Other duties as assigned.
SKILLS AND ABILITIES REQUIRED:
Well-developed organizational skills with consistent time management in order to handle multiple tasks simultaneously.
Maintains stable performance under pressure or opposition.
Proficient in Microsoft Office suite with focus on Excel (pivot tables/VLOOKUP).
General SQL knowledge may be required for TIS division.
A strong ability to communicate effectively, both in writing and verbally, at all levels.
A general level of knowledge acquired through completion of a bachelor's degree in business administration or a related field or equivalent experience.
2-4 years of customer relations experience in a technical service environment.
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities.
