Account Manager (call center or customer service ...

Stafford Communications, a division of Premier BPO, is uniquely different. We provide Call Center, Consulting and Marketing Services to our clients. We handle consumer contacts on behalf of some of the nation's most prominent brands. Come join us! Why Work with Us: We are a place for people who love to help people. We provide customer service to some of the nation's most prominent brands. We are experts in regulated industries and help pharmaceutical, healthcare, food, consumer packaged goods and beauty care companies build brand loyalty by providing their consumers with exceptional experiences. Our job is to make a positive impact on a consumer's life, at every single opportunity. We have a passion for the products we support. We are committed to superior account management and continual improvement. Just as important is our commitment to corporate values. We are seeking an Account Manager to join our team. This is a work from home position with occasional travel to our headquarters in New Providence, NJ. SUMMARY: As the primary point of contact for the client, the Account Manager is responsible for managing the day-to-day operations including planning and adherence to service delivery. KEY RESPOSIBILITIES: Establish and maintain effective relationships with clients, gaining their trust and respect. Ensure program objectives are met successfully for clients in support of service levels and growing revenue. Deliver on account goals by executing daily, weekly and monthly target. Act as a strategic partner, research industry trends and identify implications that can impact the client. Learn and leverage client relationship management (CRM) tools, technology and processes to deliver results. Provide consultative support to the client, including writing and documentation, program ideas and value-added initiatives Provide meaningful, actionable program specific reporting and analysis. Identify and analyze client concerns; take or recommend appropriate action; formulate alternative solutions; and follow-up to ensure accuracy and resolutions. Coach and motivate a team of consumer contact center representatives. Oversee customer service team to ensure program goals are met. Manage team performance by setting expectations, providing feedback, coaching, and delegating. Hold regular calibration sessions with client to ensure transparency through proactive communications, and continual improvement of the consumer experience. Requirements We Need People Who Are Great at: Strong understanding of the contact center environment to enhance performance and achieve client and financial targets. Outstanding presentation and writing skills for client meetings and demonstrated successful consultations with multiple levels of client's management team. Experience utilizing telephony software, CRM systems software and reporting, text, chat and email. Advanced skill in Microsoft Office including Word, Excel, Outlook, PowerPoint. Demonstrated ability providing technical support and troubleshooting via multiple channels. Management experience across multiple channels (e.g. calls, emails, social media & chats). Working collaboratively and effectively while handling multiple projects on various timelines in a fast-paced environment. Proactive communication, organization, and being a team player. Excellent interpersonal skills and the ability to work with staff with diverse backgrounds and perspectives on the use of technology in a variety of learning capacities. Education/Experience: Bachelor's Degree preferred Demonstrated success in account management and call center/customer service management, preferably in the consumer-package goods or healthcare industries handling client relationships We offer competitive salaries and benefits including comprehensive medical, dental, vision, voluntary insurance plans, savings and retirement plans. We are proud to be an Equal Opportunity/Affirmative Action employer. Qualified applicants will receive consideration for employment without regard to race, sex, disability, veteran or other protected status.

Created: 2024-11-05