Accreditation: Retention Account Manager

Job Description Primary responsibility is to retain Accredited Business. BBB Delaware has approximately 1,400 Accredited Businesses. This position manages renewals, resolves service issues, and communicates the value of accreditation to reduce churn. The focus is on maintaining high customer satisfaction through mission engagement and continuous business connectivity. Individual is assigned existing accounts and will receive new accounts monthly from sales generated through sales partners. Some house accounts convert to internal maintenance and require less touches. Occasional statewide travel required. Retention efforts will include: Develop and manage an ongoing retention strategy which may include many touchpoints: Phone calls to new ABs within a week of final approval to introduce as their personal rep; go over welcome packet/materials; re-explain/discuss accreditation benefits; verify company information; answer any other questions/concerns not addressed by telemarketing. Conduct in‑person visits to “Welcome New AB’s” statewide; Attend events and programs to represent BBB; Collection calls to past due accounts. Other Duties / Responsibilities: Assist Accredited Businesses leverage their BBB marketing opportunities which includes: Use of BBB Seal; Participation in online Enhanced Listings and Sponsorships; Generate leads for new Accredited Businesses to funnel to sales partners; Support internal operations through development and distribution of accreditation materials (administrative tasks – prepare invoices, enter files into database, or any other task as requested by management); Support dispute resolution staff as needed; Assist in accurate record keeping to maintain data integrity of non‑AB and AB files; Work trades shows and other outside BBB events when requested; Help operations department answer public phones as needed; Assist management when requested; Do not engage in any activity that reflects negatively on the BBB or its employees; Abide by BBB’s Code of Ethics and Personnel Policy (copy will be provided) Qualifications

1. years post‑secondary degree in business‑related field preferred.
2. years prior experience in a phone sales/call center environment required, outbound calling a plus.

Demonstrated problem‑solving and judgment capabilities. Excellent oral (including communication via phone) and written communication skills. Exceptional customer service, interpersonal, organizational, and time‑management skills. Ability to make quick decisions as needed. Willingness to learn and adapt to new responsibilities as needed to better serve the BBB to attain organizational goals and objectives. Must be coachable and possess a willingness to learn new skills and responsibilities. Demonstrated ability to interact and connect with a wide type of business base. Previous data entry experience helpful, as well as proficient use of Microsoft Office, with demonstrated capability in Word, Excel and Outlook. Previous experience with a CRM helpful. Must take initiative, be self‑motivated and an independent, accountable, able to multitask and a dependable performer. #J-18808-Ljbffr Better Business Bureau of Delaware