Remote
Position Title:
Account Specialist
Salary Range:
Account Specialist (Grade 13, non-exempt). Hourly salary range: $32.38 – $40.48. This range reflects the minimum to midpoint of the grade. Salary may exceed the midpoint and will commensurate with experience.
Senior Account Specialist (Grade 14, non-exempt). Hourly salary range: $36.62 – $45.77. This range reflects the minimum to midpoint of the grade. Salary may exceed the midpoint and will commensurate with experience.
Job Description Summary:
The person in this position works collaboratively within Enterprise Solutions to ensure that all clients are provided with a client-centric experience. This position communicates with participating entities, processes and administers account registrations, gathers insights, maintains accurate documentation within Salesforce and communicates information to support the Government Accounts team.
Essential Duties and Responsibilities
Communicates with clients using or interested in using Sourcewell’s enterprise solutions.
- Confer with clients by telephone or via the web to provide information about products or services, obtain details about client inquiries and answer questions in a timely manner.
- Listen actively to understand concerns of the public or potential clients and provide accurate, relevant, and timely responses.
- Maintain records of client interactions including; recording details of inquiries, complaints, comments, and the actions taken.
- Resolve client inquiries/complaints in an efficient and timely manner.
- Refer unresolved client inquiries or complaints to internal teams and collaborates with these teams escalate and resolve issues ensuring a seamless user experience.
- Provide clients or potential clients with overviews of Sourcewell tools (i.e. Web site, Contract Directories, Buy Sourcewell, and other internal or external tools.)
- Confer with clients via online live chat, and answers basic inquiries. Schedules agency account reviews with key accounts.
- Schedule agency account reviews with key accounts.
Manage account registrations.
- Monitors the client e-mail inbox for inquiries and responds in a timely manner.
- Processes unsubscribes resulting from mass communications and document accordingly.
- Processes updated contact profiles for participants.
- Reviews and verifies incoming account registrations from assigned lead source and determines qualification level.
- Ensures accurate account contact information and account integrity
- Provides account verification to agencies, suppliers, and partners
- Meets user expectations by providing exceptional service and meet their needs
Participates in continuous improvement efforts for the Account Specialist team.
- Provide technical expertise, application administration, and training on Salesforce and other account related systems to the team.
- Participate in the development of standard work instructions, policies, and procedures related to account processes.
Other duties as assigned.
Additional Job Description:
Required Qualifications
- Diploma in a relevant field AND one (1) year of experience in sales management, PYL management, business development, account management, client relations/development, or other directly related experience,
- OR
- A combination of related post-secondary and/or professional education/training and demonstrated relevant work experience equivalent to a total of three (3) years.
- Experience working in a business environment.
- Strong communication, problem-solving and organizational skills
- Experience serving internal or external customers
In addition to the above, the Senior Account Specialist required qualifications include:
- Diploma in a relevant field AND two (2) years of experience in sales management, PYL management, business development, account management, client relations/development, or other directly related experience,
- OR
- A combination of related post-secondary and/or professional education/training and demonstrated relevant work experience equivalent to a total of four (4) years.
Preferred Qualifications
- Experience with Salesforce platforms, including Sales Cloud, Service Cloud, Case Management, or a comparable customer service/ticketing system
- Ability to work a regular schedule of 10:00 a.m. to 6:30 p.m. Central Time
- Availability to participate in onboarding and training during the first two months on a schedule of 8:00 a.m. to 4:30 p.m. Central Time
- Spanish bilingual skills
Location:
- This is a remote position, and is subject to Sourcewell's telecommuting policies and procedures.
- Must be able to meet travel requirements for this position, which is approximately three (3) times per year including occasional travel to Staples, MN for meetings, professional development or team activities. Notice will be given ahead of time.
Full Time/Part Time:
Full time
Position Type:
Regular
Scheduled Hours:
40At Sourcewell, collaboration, respect, and belonging are the core of who we are. We believe in giving back to the community, offering paid volunteer time for staff, and supporting one another to do our best work. We’re proud to have been recognized by Top Workplaces, the nation’s leading employer recognition program, annually since 2016.
