National Account Enterprise Support Rep II at DAT in Beaverton, Oregon

Job Description:

DAT Solutions is seeking an Enterprise Support Account Manager. to join our award-winning customer service team.

 

Summary

As an Enterprise Support Account Manager/ National Account Rep II, you will be working in a customer-facing organization providing service, support and expertise  to DAT Solutions customers with a focus on providing VIP service to our Enterprise customers. The Enterprise Support Account Manager is responsible for assuring customer satisfaction on the delivery of all DAT Solutions products and services by making outbound calls and handling inbound calls and emails from a queue.  They also deliver formal and informal training via phone, webinars, and in a classroom setting.  Agents are responsible for building product and industry expertise for our enterprise customers by sharing information on a regular basis.

 

Essential Duties and Responsibilities include but are not limited

 

Primary

• Proactively retains customers by making outbound calls to identify revenue opportunities, updating account information, educating customers and gathering product and service feedback. All of this is done to help customers achieve business goals using DAT products and services.


• Demonstrates professionalism, drive/initiative, and promotes excellence and quality service.


• Required to own every problem received and exercise good judgment in area of escalation and resolution. Follow up and monitor open issue as needed


• Ensures accounts have proper documentation on account structure


• Escalates and coordinates problems and resolution with DAT Solutions Product Managers and/or Sales Representative


• Deliver excellent customer service, product support, and customer training to Enterprise accounts


• Respond to open issues and functions as a technical advisor for enterprise accounts supported products.


• Identification of potential sales opportunities.


• Takes Enterprise account escalations from Customer Support and Level 1 enterprise agents.


• Proactively monitor and resolve/escalate potential system issue usually in results of generated system errors.


• Responsible for the setup of Enterprise accounts and their agents.


• Liaison to research and resolve Enterprise account billing issues.


• Provides assistance to the Enterprise account sales team.


• Generates reports as needed by customer request or Enterprise sales request


• Participate in pre-release testing of DAT Solutions’ products and provides productive input to QA and engineering as to how product quality and customer satisfaction can be improved.


• Manage customer information


• Manages open issues and workload on a daily basis.


• Produces consistently high quality work while maintaining excellent documentation of work completed.


• Assist product managers and engineering staff with product development by relaying customer problems, concerns and requests.


• Adhere to DAT Solutions and Customer Support management established business rules.


• Meet performance metrics, which include utilization rate, monitoring, phone time.


• Perform customer training in a variety ways such as one on one phone training, webinars, go-to meetings and onsite customer training.


• Ability to present for a variety of audiences for both internally and externally from an agent level to executive leadership teams.


• Monitors team workload and assists when needed.


• Other duties may be assigned as DAT Solutions business and department requirements are adjusted.

 

Secondary

• Provides telephone, online chat, and email support for DAT Solutions products.


• Delivers Customer Service, Product Support, and Customer Training.


• Respond to help ticket issues and functions as a technical advisor for DAT Solutions supported products.


• Coaches front line support representatives.


• Respond and resolve billing inquiries.


• Provide Load Posting and Searching capabilities

Qualifications 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

 

Performance Skills/Competencies

• Highly self motivated and directed


• Ability to effectively prioritize and execute tasks in a high-pressured environment.


• Possess good interpersonal skills, establishing rapport and working well with others.


• Ability to multitask, shifting back and forth effectively among multiple activities.


• Excellent verbal and written communication skills; ability to speak clearly and concisely conveying information to others.


• Ability to present to a variety of audiences either by phone,via go-to meeting/webinars or in person.

Technical Skills/Competencies

• Understanding of FTP Interface and other integrations.


• Intermediate Technical Skills and Troubleshooting Methodology.


• Typing Skills

National/Key Account Skills

• Must be meeting or exceeding the expectations of the Enterprise Account Rep I.


• Possess a working knowledge of how each Enterprise Account is different.


• Advanced DAT Solutions Product Knowledge (includes the ability to activate, train, and support all DAT Solutions products and services including Ontime and Onboard)


• Advanced Customer Service skill and the ability to deliver service with a high degree of professionalism


• Exceptional telephone skills


• Advanced computer skills including Internet navigation skills; specifically the ability to use email and a web browser to locate, retrieve and process information in an accurate and efficient manner.


• Well versed with google documents


• Excellent written and verbal communication skills.


• Time management and organizational skills.


• Listening Skills


• Interpersonal Skills


• Understands the value brought to DAT Solutions by Enterprise Accounts.


• Alert, personable, with a professional appearance

Education

High school diploma, some college preferred.

Experience

3+ years Technical Support experience. Network+ Certification. Previous experience in a call center environment preferred but not required.

Language Skills

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.

Reasoning Ability

Ability to define problems, collect data, establish facts, and draw valid conclusions.

Physical Demands

The physical demands described here are representatives of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 While performing the duties of this job, the employee is frequently required to sit. The employee is required to be mobile and to use hand and arms to operate a computer keyboard and phones. The employee is required to reach with hands and arms and to talk and hear.

The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, color vision, and the ability to adjust focus.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Normal office conditions, with a quiet to moderate noise level.  Two-story office building with elevator service.  Flexible hours are required, depending on daily service levels and system problems. 

 

About DAT

DAT operates the largest truckload freight marketplace in North America. Transportation brokers, carriers, news organizations and industry analysts rely on DAT for market trends and data insights derived from 183 million freight matches and a database of $118 billion of market transactions. 

DAT Solutions offers competitive compensation and an excellent benefit package that includes medical, dental and vision coverage, flexible savings accounts, 401K, Life and AD&D insurance, a comprehensive Paid Leave program, and a Tuition Reimbursement program. Participation is limited to regular full-time employees.

DAT Solutions provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. We especially invite women, minorities, veterans, and individuals with disabilities to apply. EEO/AA M/F/Vet/Disability.

Sponsorship and relocation assistance are not offered at this time for this position. 

All referrals and résumés are managed exclusively through the Human Resources Department. DAT Solutions will not consider unsolicited résumés from vendors including search firms, fee-based referral services and/or recruitment agencies.

For additional information, see www.DAT.com/company

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

Customer Support

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