Now Hiring - Account Manager in Camden, NJ

Position Summary: The Account Manager is responsible for managing the administrative side of the customer service department. They will support the part-time CSR reps and operations with problematic accounts. The manager will also support the production department to ensure the completion of jobs.

Essential Functions:

Customer Service

• Organize, review, and manage the daily activities of the Customer Service team to ensure optimum productivity and customer satisfaction.
• Implement, manage, and maximize the use of customer service software, CleanTelligent.
• Partner with the management team to align customer service department policies and systems with the company's objectives
• Monitor CT to ensure work orders are closed expeditiously
• Manage the work flow of orders and the assignment of customer service requests through Clean Telligent. (Partner with Regional Managers)
• Provide feedback to the company regarding service failures or customer concerns
• Act as a resource in resolving customer issues
• Ensure a high level of customer service. Investigate (and correct) customer issues and complaints relating to quality. Develop relationships with customers, as needed
• Point person for issues that surface during the daytime (coordinate follow-up)
• Perform internal audits to assure compliance with quality control standards
• Visit top 20 customers no less than every 2 months
• Sell add on services to existing regular customers
• Prepare and conduct customer surveys in addition to regular surveys particularly on large accounts with the goal of providing better service and to sell additional services. What can we do better? How can we be more helpful?
• Manage and update customer scores worksheet (4DX) daily

Production Support

• Project division Dispatch; manage scheduling
• Provide oversight to production coordinator
• Support and complete customer project proposals
• Measure potential project jobs
• Manage sales force CRM
• Close out project work orders and submit for billing weekly
• Support Production manager to ensure all details of jobs are listed on work orders and communicate to teams
• Provide job costing for existing and new business

Qualifications - To perform this position successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Personal Qualities -

• Responsible attitude toward work assignments
• Friendly, courteous, professional attitude toward customers
• Cheerful, optimistic, friendly attitude towards other employees
• Demonstrate concern for excellence by consistency of performance

Skills/Competencies -

• Communication proficiency
• Customer/client focus
• Decision making
• Discretion
• Flexibility
• Leadership
• Problem solving/analysis
• Results driven
• Teamwork orientation
• Technical capacity
• Organizational skills
• Time management
• Collaboration
• Performance management
• Business acumen

Supervisory Responsibility - This position manages all employees of the department and is responsible for the performance management and hiring of the employees within that department.

Travel - Travel is primarily local during the business day and evening, although some out of the area and occasional overnight travel may be expected.

Requirements

Education/Credentials -

• 2 to 4 year college degree OR equivalent work experience
• Minimum 7 years related experience
• Minimum 5 years supervisory experience

Technical/Computer Skills -

• Proficiency in MS Word, Excel, PowerPoint, Outlook and computer database management systems

Other Duties - These job responsibilities are not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities and activities may change at any time with or without notice.

Job Type: Full-time

Pay: $60,000.00 - $65,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• Life insurance
• Paid time off

Experience level:

• 3 years
• 5 years

Schedule:

• 8 hour shift
• Monday to Friday

Supplemental pay types:

• Bonus pay

Travel requirement:

• Up to 25% travel
• Up to 50% travel

Ability to commute/relocate:

• Camden, NJ: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Sales: 2 years (Required)
• Account management: 2 years (Required)

Work Location: In person