Account Relationship Manager

Five Star Call Centers is headquartered in Sioux Falls, SD, and has been providing high-quality, inbound customer service outsourcing for over 35 years. Learn more about Five Star Call Centers at FiveStarCallCenters.com . Five Star is currently looking for an Account Relationship Manager.

The Account Relationship Manager provides support to new and existing Five Star Call Centers clients by maintaining their accounts, acting as liaison between the client and Five Star, and in performing the following duties personally or through team members and various resources.

This position is full time and primarily Monday-Friday from 8:00 am-5:00 pm. However, there could be times where hours worked could change pending business need.

Pay: 45-55k annually depending on experience

Five Star offers benefit package options – click for more details

This position is work-at-home for individuals living in the state of North Dakota. You do need to be able to come to the office in Sioux Falls, SD from time to time pending business need.

Why work-from-home with Five Star Call Centers?

Work from the comfort of your own home Steady employment throughout the year Choose your own dress code – no need to buy new clothing Save on commuting expenses like gas and car maintenance Flexibility to work with family @ home but not in your workspace (if under age of 4 you most have appropriate child care) We provide the technology, you provide the internet and home office

Duties include:

• Maintain all aspects of client account needs throughout the account life cycle including newly sold accounts to existing, long term accounts.
• Responsible for the success of your assigned account through effective training, coaching, and development of associates, as well as relationship building with your assigned account contacts.
• Function as the primary point of contact for assigned clients to communicate their needs, expectations and areas of concern with their services.
• Maintain professional relationships through written and verbal communications.
• Ensure complete customer satisfaction by providing outstanding customer service to the client to establish Five Star Call Centers as a valued business partner.
• Conduct meetings with client and internal team members as necessary for each client
• Direct and organize all components of client projects from implementations to enhancement requests to ensure client satisfaction
• Coordinate annual review process with each client providing script and help screen overview in addition to analyzing reporting needs
• Monitor client expectations along with call center metrics to determine if Five Star Call Centers is meeting client standards.
• Provide proactive suggestions and ideas for enhancements to client contact to ensure client expectations are fully satisfied
• Partner with internal departments and resources to resolve customer inquiries and complaints (reactive calls) to satisfactory conclusion for the client
• Address issues raised by internal call center personnel with appropriate client contact to quickly and efficiently resolve concerns as a proactive measure to provide better service to the client
• Assist with interviews and selection of associates
• Five Star Call Centers has sites and clients located in several different cities. The Account Relationship Manager could occasionally be needed to travel to any of the Five Star locations, or to any current or prospective client in order to train, and effectively support your accounts as needed.

Prior Experience/Educational Requirements:

• Building and maintaining relationships with business partners
• Relating and communicating to individuals across all levels of both Five Star Call Centers and its clients organizations.
• Proficient skills in Word, Excel, and Outlook
• Excellent organizational and interpersonal skills
• Effectively presenting information to a group
• Using independent judgment to accomplish daily tasks
• Experience in defining problems, collecting data, establishing facts, and drawing valid conclusions.
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
• High school diploma or GED required.
• Bachelor’s degree preferred.
• Good typing and grammar skills required.
• Must be able to speak, read and write English
• 1 year of previous call center experience required.

Required Skills/Abilities

• Regularly required to sit
• Regularly required to use hands to feel, handle and control objects
• Occasionally required to reach, stoop, kneel, or crouch
• Occasionally required to lift and/or carry loads of up to 30 lbs
• All standard vision abilities are required
• All standard hearing abilities are required
  

* Must be able to pass a background check in accordance with state/federal laws.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties and skills required of the job. Management reserves the right to assign or reassign functions and responsibilities to this job description at any time.

Five Star Call Centers values diversity and is committed to cultivating a professional, diverse workforce by hiring the best people available and providing the best service possible to our customers. Five Star Call Centers is an EOE/Veterans/Disabled/LGBT employer and participates in the E-verify program