Job Summary-Account managers develop and foster long-term relationships with a portfolio of customers, and are responsible for retaining, servicing and expanding key accounts. Understanding the importance of every customer interaction, they respond to queries about our products and services, investigate issues and communicate solutions to customers by phone, email, text, or web chat.

Skills

• HS diploma min 5 yrs. experience
• An Account Manager I is an individual contributor, providing experienced, independent customer service support.
• Answers inbound calls and makes outbound calls. Sends and receives emails and completes transactions.
• Responds to basic customer inquiries regarding products and services the Company offers.
• Researches customer inquiries and responds formally to correspondence, either verbally or in writing, utilizing all the resources necessary to provide an informed response to the customer.
• Requests additional/missing information from the customer via letter, text, or telephone call to answer customer inquiries.
• Documents client issues and escalates issues to appropriate parties to resolve.
• Navigates basic billing questions and escalates issues to appropriate parties to resolve.
• Issues Certificates of Insurance.
• Processes emails and diaries daily, with minimal errors.
• Reviews and discusses basic loss runs and retention with customers. Escalates when needed.
• Offers additional policies, cross sells when appropriate.
• Communicates professionally and provides direct feedback and support to peers when requested.
• Ex: AM Help Chat
  Maintains a minimum monthly status of "on track" performance in all assigned Key Performance Indicators (KPI): Quality, CSAT, CSAT Completion, Adherence, AAO, Grow and Retain, and Leadership.