A Customer Service Account Manager manages customer service for assigned customer accounts. Provides a point of contact for customers and manages communication regarding customer orders and accounts. Handles customer service requests and maintains account and order records.
Company Overview The CCS Companies is a leader in Business Process Outsourcing (BPO), providing expert solutions in credit collection services, customer contact solutions, and revenue cycle management. Our mission is to deliver professional customer service approaches to debt recovery while leveraging advanced technology and industry best practices. The primary responsibility of the Associate Account Manager is to build and maintain strong, long-lasting relationships and partnerships with new and existing clients, as assigned and supervised by the Senior Account Manager. The Associate Account Manager facilitates communication with clients and any other supporting departments within the CCS organization.
ESSENTIAL FUNCTIONS
Collaborates with Sales, Operations, Process Engineering and other teams to ensure successful enhancement and continuous improvement of client business processing. Works to develop trusted advisor relationships with key accounts, customer stakeholders and executive sponsors under the supervision and direction of the Sr. Account Manager. Ensures the timely and successful delivery of our solutions, according to customer needs and objectives. Operates as primary point of contact for timely resolution of any client related issues, requests, or problems. Works as part of the new client implementation team to gain familiarity with new client workflows. Sets up client database records to reflect acknowledgement, reporting, and invoice processes while consistently maintaining the integrity and quality control of this data. Monitors the quality and processing of incoming and outgoing data files, taking corrective action as necessary. Evaluates the account flow process for any client issues or change requests; initiates and tracks client projects using in-house project management software. Reviews comprehensive daily, weekly, monthly, and quarterly management reports to provide analysis to the client, Operations, and Executive Managers as needed. Cleary communicates the progress of monthly/quarterly initiatives to internal and external stakeholders. Responds to complaints and resolves issues aiming for customer satisfaction and the preservation of the company's reputation. Researches and monitors changes to clients' processes to better forecast future placements and recovery results. Assures that all procedures and responsibilities are documented and kept up to date. Tracks and documents client events, meetings and communication using our Salesforce CRM software. Maintains knowledge of compliancy regulations. Other duties as assigned by management. Ability to maintain a consistent and regular attendance in accordance with an established schedule. Ability to work onsite/in-office and in accordance with CCS and department policies and procedures.
QUALIFICATIONS
2+ years of Account Management or equivalent, client service experience. Outstanding written and verbal communication skills. Able to demonstrate basic proficiency in analyzing business results using various data sources and able to translate results to a client presentation with interpretation of trends and opportunities for improved performances. Problem solver with high attention to detail who is thorough, organized, and is easily adaptable to a wide range of client industries. Must work well independently with little management supervision. Ability to prioritize workload while multi-tasking. Maintain highly professional appearance and demeanor when dealing with clients. Flexible in working with all CCS personnel.
Coachable:
receptive to feedback, willing to learn, embraces continuous improvement and responsive to change.
PC skills:
MS Outlook, Word, Power Point, Excel.
EDUCATION REQUIREMENTS
Associates degree required. B.S. degree preferred or directly related equivalent experience. The CCS Companies are an equal opportunity employer. Diversity and Veteran candidates strongly urged to apply!
Job Type:
Full-time Pay:
$50,000.00 - $57,500.00 per year
Benefits:
401(k) 401(k) matching Dental insurance Flexible spending account Health insurance Health savings account Life insurance Paid time off Professional development assistance Referral program Vision insurance
