Account Coordinator

SUMMARY OF POSITION:

The Account Coordinator is responsible for coordinating work activities for assigned customer accounts to ensure efficient, service-oriented, and timely completion of client projects.

Job Description:

Account Services and Coordination:

• Assists the Sales and Account Managers
• Maintains and updates customers’ job timelines in collaboration with production and implementation teams
• Coordinates production and deliverables with staff members in appropriate departments including Sales, Implementation Services, Data Processing, Information Systems, and others; communicates updated production information to customers
• Monitors daily job progress for projects; anticipates potential problems and proactively manages details; ensures projects are on track and delivered on time 

Client Communications and Documentation:

• Keeps customer information and account details up-to-date by using proprietary Customer Relationship Management software; manages employee interactions with clients for effective customer service
• Communicates and confirms production schedules with customers; conveys schedule adjustments to appropriate clients and staff members
• Initiates change management processes when requested by clients or, as changes and updates are issued internally; monitors changes through to completion
• Coordinates pricing and timelines
• Performs weekly and/or monthly status calls with clients for current status updates or as needed 

Support of Account Services Department: 

• Performs as front line call center for customers to report issues; initiates problem tickets for internal research;  initiates temporary and permanent resolutions in conjunction with clients and internal departments
• Serves as a customer advocate; responds to customers’ requests and initiates appropriate actions and production changes 
• Supports the AS Department; schedules meetings, books conference rooms, coordinates conference calls, and provides other logistical client project support as needed

Requirements:

Education:  

Experience and Skills: 

• A minimum of 3 years of customer service and administrative experience
• Project management experience
• Ability to work collaboratively with others in professional manner through building trust, respect and cooperation
• Ability to work effectively and collaboratively with a diverse and multi-cultural and multi-generational staff
• Demonstrated ability to problem solve
• Excellent organizational skills and detailed oriented
• Demonstrated ability to manage multiple projects and meet deadlines 
• Ability to quickly and appropriately prioritize conflicting demands
• Ability to apply a high level of accuracy and attention to details to all tasks 

Computer Skills: 

• Proficient with databases, use of the Internet, and MS Office Suite software
• Experience with Microsoft Project Management and/or proprietary project management

Language Skills: 

• Must be fluent in English 
• Excellent verbal and written skills
• Be able to communicate information in a clear, and concise manner
• Outstanding customer services and phone skills

Physical Requirements: 

• Able to utilize multi-limb and eye-hand coordination
• Able to stand, bend, reach, stoop and lift boxes up to 25 lbs.
• Able to function well in a fast pace / multi-tasking with organization and efficiency
• Able to sit at desk, working on computer and phones for a full work day
• Able to work overtime as needed