Client Success Account Manager [United States]

 

GENERAL SUMMARY:

CS Account Managers are the Liaison between the company and the specific accounts (customers) they’ve been assigned to. The CS Account Manager assumes responsibility for the account from the point that they’ve been assigned to it. CS Account managers work with internal and external departments to ensure that client needs are understood and satisfied as quickly and effectively as possible to develop and maintain a strong and positive relationship.

ESSENTIAL DUTIES:

• Primary point of contact to a portfolio of assigned clients
• Communicate with clients to understand their needs and explain product value
• Act as a liaison between the client and departments within the organization to convey information, ensure understanding and make certain everything gets done in an accurate, timely manner
• Manage a high volume of outbound and inbound calls
• Help customers over the phone and online ie; email & sms
• Keep accurate records of all activity on the file to ensure accuracy and completeness of the file
• Keep clients satisfied and deliver an exceptional customer service experience on a day to day
• Monitor client’s tasks, accounts, savings, program terms to explain costs and negotiate new terms if necessary
• Schedule and meet client appointments and deadlines
• Provide progress reports to clients and upper management
• Make the client aware of other services and actions that may lead to greater success
• Build and maintain relationships based on trust, empathy, support, respect, and guidance towards the consumer
• Maintain a positive attitude and tone at all times
• Maintain strong client retention
• Resolve complaints and prevent additional issues by improving processes
• Provide high quality, personable, friendly and professional service at all times
• Adhere to company policies and procedures
• Regular attendance and punctuality
• Meet/follow up with scheduled client appointments and deadlines
• Work with the supervising team to create better methods to address customer complaints
• Adhere to company policies and procedures
• Regular attendance and punctuality
• Meet/follow up with scheduled client appointments and deadlines
• Work with the management team to create better methods to address customer complaints
• Follow all policies and procedures for the department and Company
• Maintain compliance with the Company's Attendance and Punctuality expectations
• Maintain compliance with established timekeeping policies which includes accurate recording of hours worked, working only pre-approved Overtime, and requesting Unpaid or Paid Time Off in accordance with Company Policy
• Establish and maintain an understanding of how to utilize the Company's time keeping software, ensuring that additional training is requested as needed.

Other Responsibilities:

• Continuously improve through feedback
• Attend training and department meetings
• Refer unresolved customer grievances to designated person for further assistance
• Other duties as assigned

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JOB SPECIFICATIONS: (Knowledge, skills, abilities and experience normally required for competent performance)

Knowledge and Experience

• High School Diploma or GED required
• Minimum of 12 months of customer experience preferred
• Customer service phone experience preferred

Skills and Abilities

• Extensive, accurate product knowledge
• Adaptability and Problem solving skills
• Ability to build rapport
• Excellent customer service skills, Strong phone etiquette with active listening skills
• Clear & concise communication skills
• Proactive approach to client stated and unstated needs
• Ability to think strategically
• Ability to negotiate
• Effective time management, prioritization and multitasking skills
• Patience, empathy and professionalism
• Problem Solving and decision making capabilities
• Ability to work in a remote team setting
• Strong attention to detail
• Highly motivated
• Ability to work under pressure and manage high stress level situations
• Ability to maintain control of escalations
• Ability to adapt/respond to different types of characters
• Ability to multi- task, prioritize and manage time effectively
• Computer literacy
• Typing 45 plus words per minute
• 10-Key knowledge

Preferred Qualifications

• 2+ Years’ experience in Debt Settlement or related industry
• Experience with Phone system: YTEL and CRM preferred
• Knowledge of Internal CRM DPP
• Bilingual (Spanish and English)
• Knowledgeable of MS Office: word, excel, outlook

Compensation/Benefits:

• Compensation: $19.50 per hr + bonuses
• Remote
• Health, Dental and Vision Benefits
• PTO
• Paid Holidays

We are an Equal Opportunity Employer and are in compliance with Title VII of the Civil Rights Act of 1964 as amended, Age Discrimination in Employment Act of 1967, and the Rehabilitation Act of 1973, and employs without regard to sex, race, color, national origin, religion, age, handicap or status as a disabled or Vietnam era veteran.

Applicants will be asked to undergo a criminal background check.

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