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Pay: $38
Location: Fully Remote
Duration: 8 months intitially
Under general direction of the Program Director, works with account management teams to process new business, communication initiatives, and key performance metrics. Operates as the key contact for national sales inquiries and maintains appropriate data logs. Establishes and maintains the set up of new accounts within financial systems timely and accurately. Develops and utilize customer account set-up reports to perform analysis. Works with designated contacts within sales and customer maintenance areas to troubleshoot and resolve membership issues. Performs in depth analysis of late customer set-ups, identifies source of issue and determines the appropriate action needed to resolve the issue. Resourceful in pursuing or recommending new ideas and/or procedures. Ability to implement processes resulting in satisfactory audit practices. Proficiency with Microsoft suite, Salesforce, Contract management database systems, and SAP.
PRIMARY DUTIES AND RESPONSIBILITIES:
1. Assists with day-to-day operations of the department as directed by the Manager, including gathering of critical information needed by clients (running reports, tracking progress, etc.), and performing workflow directives with assigned associates.
2. Working knowledge of Salesforce and Contact Lifestyle Management tools. Ability to multi-task and effectively manage large volumes of e-mail.
3. Contributes to the creation, documentation, and maintenance of standard operating guidelines, procedures, templates and tools, including account onboarding status, account management updates, and account quality control reporting; looks for opportunities to standardize and simplify documentation and procedures across programs.
4. Ability to perform tasks with a high degree of accuracy; constructs periodic account dashboards including quality control reporting.
5. Proactively searches for and presents process improvement opportunities to management; assists management in defining, planning and implementing solutions.
6. Maintains a detailed schedule for each salesforce work/case queue and of all essential activities and deadlines.
7. Interacts frequently with interdepartmental associates and management to resolve internal and external customer issues.
8. Strong analytical skills; ability to analyze data/situations quickly. Strong problem solving skills; ability to work through difficult tasks.
9. Strong Customer Service Skills and focus. Ability to provide exceptional customer service. Strong problem solving skills; ability to work through difficult tasks.
10. Performs related duties as assigned.
EXPERIENCE AND EDUCATIONAL REQUIREMENTS:
Requires some training in fields such as business administration, accounting, sales, marketing, computer sciences or similar vocations generally obtained through completion of a four year Bachelor’s Degree program, technical vocational training, or equivalent combination of experience and education; normally requires a minimum of four (4) years progressively responsible and related experience, including at least two (2) years at a leadership level.
MINIMUM SKILLS, KNOWLEDGE AND ABILITY REQUIREMENTS:
1. Excellent customer service skills
3. Ability to manage multiple projects of various diverse scope simultaneously.
4. Thorough knowledge and understanding of business principles, process and technology.
5. Good interpersonal skills.
6. Good relationship building skills.
7. Good oral and written communication skills.
8. Good group presentation skills.
9. Good analytical, organizational and problem solving skills to evaluate business problems and apply knowledge to identify appropriate solutions.
10. Good leadership skills
11. Proficient in Excel, Microsoft Office Suite
