The Account Coordinator is responsible for coordinating work activities for assigned customer accounts to ensure efficient, service-oriented, and timely completion of client projects.
Essential Duties and Responsibilities:
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Assists the Sales and Account Managers
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Maintains and updates customers’ job timelines in collaboration with production and implementation teams
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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
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Monitors daily job progress for projects; anticipates potential problems and proactively manages details; ensures projects are on track and delivered on time
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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
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Communicates and confirms production schedules with customers; conveys schedule adjustments to appropriate clients and staff members
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Initiates change management processes when requested by clients or, as changes and updates are issued internally; monitors changes through to completion
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Coordinates pricing and timelines
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Performs weekly and/or monthly status calls with clients for current status updates or as needed
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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
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Serves as a customer advocate; responds to customers’ requests and initiates appropriate actions and production changes
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Supports the Account Services Department; schedules meetings, books conference rooms, coordinates conference calls, and provides other logistical client project support as needed
Education:
Bachelor’s College degree (or combination of skills and years of experience)
Experience and Skills:
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A minimum of 3 years of customer service and administrative experience
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Project management experience (preferred)
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Ability to work collaboratively with others in professional manner
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Ability to work effectively and collaboratively with a diverse and multi-cultural and multi-generational staff
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Ability to prioritize tasks and to act with integrity, professionalism and confidentiality.
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Demonstrated ability to problem solve
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Excellent organizational skills and detailed oriented
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Ability to manage projects and competing deadlines
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Ability to quickly and appropriately prioritize conflicting demands
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Ability to apply a high level of accuracy and attention to details to all tasks
Computer Skills:
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Proficient with databases, use of the Internet, and MS Office Suite software
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Experience with Microsoft Project Management and/or proprietary project software