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Agent Experience Manager at Acara Solutions

Posted in Other 30+ days ago.

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Type: Full Time
Location: Rochester, New York





Job Description:

Job Title: Account Manager


SUMMARY
The Account Manager is a position that primarily focuses on improving the overall customer experience. This role requires a high degree of focus on customer service to strengthen customer satisfaction and build loyalty. This position also includes development of marketing communications, customer education, website management, and project management. The Account Manager performs these duties with increasingly limited supervision.

BUTLER/TILL’S VISION FOR THIS POSITION
At Butler/Till, the most apt description of the Account Manager is advocate and problem solver. It is his/her responsibility to effectively manage the customer website, educate the customers so they understand all components of their advertising program, anticipate their needs, interpret input and feedback, and proactively provide solutions to resolve their concerns.

A successful Account Manager at Butler/Till is a self-starter, enjoys working in teams, and has excellent communication and customer service skills. They are well-versed in developing trusting relationships and are victorious in achieving client and customer satisfaction.


ESSENTIAL DUTIES AND RESPONSIBILITIES INCLUDE THE FOLLOWING, BUT ARE NOT LIMITED TO:

Must be comfortable managing “warm” outbound calls and phone communication with customers; this is a primary focus for this position.
Professionally handle incoming requests (through phone/email) from customers and serve as back-up for Customer Service Triage.
Deliver exceptional customer care and resolve any issues or complaints with professionalism and in a timely manner.
Creates and maintains customer loyalty by serving customers above and beyond their expectations.
Utilization of project management to manage maintenance/enhancements with customer website with ability to meet deadlines.
Assist with all marketing initiatives including but not limited to: webinars, presentations, website management, videos and email communications.
Ability to work independently, use critical thinking skills to make decisions and demonstrates consistent follow through.
Continuously evaluate and identify opportunities to drive process improvements that positively impact the customer’s experience.
Presents complex information both orally and in writing.
Facilitates teamwork by delegating and involving junior staff members whenever possible.
Possess understanding of media types (traditional, digital, social, etc.) to develop integrated marketing/media strategies for our clients.
Helps identify and develop new business opportunities within the account.
Proactively supports and participates in agency improvement initiatives.
Other duties as assigned.


EDUCATION/EXPERIENCE

3-5 years of experience in Customer/Client Service, Marketing and/or media field; agency and /or media sales experience.
Bachelor's degree in Communications, Sales, Marketing, or Public Relations, preferred.
Working knowledge of commonly used marketing and media concepts and practices.
Strong presentation skills and ability to work under stress and meet deadlines.
A combination of education and experience will be considered.
Flexible work hours as needed to account for time zone requirements across the country.
Business travel as needed.