Account Manager (Bilingual Spanish/English)

Account Manager Spanish Bilingual -Job Description

The Account Manager serves as the first person most customers communicate with when they have a problem. They must handle complaints, provide appropriate solutions for customers, and follow up to resolve any issues their customers experience and are responsible for client satisfaction. The AM is expected to consistently provide excellent customer service to accounts, as well as represent client needs and goals within the organization to ensure quality. In addition, the AM will/ should build relationships with clients and brokers to encourage new and repeat business opportunities.

Responsibilities:

• Manage large amounts of incoming phone calls/ emails.
• Generate sales leads.
• Identify and assess customers’ needs to achieve satisfaction.
• Build sustainable relationships and trust with customer accounts through open and interactive communication.
• Provide accurate, valid, and complete information by using the right methods/tools.
• Meet personal/Account Management team KPI’s.
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
• Keep records of customer interactions, process customer accounts and file documents
• Follow communication procedures, guidelines and policies.
• Take the extra mile to engage customers.
• Responsible for all client/broker communications, conflict resolution, and compliance on client deliverables.
• Review all major deliverables to ensure quality standards and client expectations are met.
• Ensure that client issues are dealt with in an efficient manner, informing the Manager of any problems that may arise.
• Managing customer expectations.
• Responsible for retention of customers.
• Communicate the client's goals and represent the client's interests to the team.
• Provide regular two-way communication between the client and team, to provide strong team representation and set proper client expectations.
• Understanding of company capabilities and service, and effectively communicate all offerings to the client.

Requirements:

• Proven Account Management skills required in order to create, maintain and enhance customer relationships
• Minimum 2 years of Customer Service Experience
• Extremely detail oriented.
• Technical competence
• Motivated, goal oriented, persistent and a skilled negotiator
• High level of initiative and work well in a team environment
• Excellent written and oral communication skills – Both English and Spanish.
• Handles stressful situations and deadline pressures well
• Plans and carries out responsibilities with minimal direction
• Consultative skills required to work with customers and brokers