Account Representative

POSITION SUMMARY: Responsible for providing customer service to protect and grow revenues from our existing licensee base.  Perform day-to-day customer service functions while acting as knowledge lead and resource for related work.  

FUNCTIONS OF THE JOB

Essential Functions: Which may be representative but not all inclusive of those commonly associated with this position.

• Provides customer service to licensees ensuring that respective revenue goals and service level thresholds are met. 
• Maintains and administers licensees including managing a caseload of customers, assisting with customers not in caseload and handling customer inquiries through email, text, chat, and phone. 
• Maintains and administers licensees including but not limited to upselling/adding additional locations on chain accounts when possible.
• Utilizes multiple communication tools, including call center application, customer relationship management (CRM) tools, email, and customer portal to provide superior customer service. 
• Partners with cross functional teams to meet customer expectations and resolve customer concerns, including collections, accounting, sales, verification, and distribution.
• Contacts customers, through outbound dialing, to update existing license terms or sell a new license (outbound dialing will range from 10%-100% of scheduled shift).
• Assists with verification and research functions. 
• Assists with preparation and processing of report forms and license fee schedules.
• Assists with departmental administrative functions such as mail, running reports, checking voice mail, etc.
• Performs duties and projects as needed.
• Regular attendance.
• Other duties as assigned and/or outlined in department expectation documents.
• Supports our BMI Core Values and cultivates a culture of diversity and inclusion.

Physical/Visual Activities or Demands: Physical/visual activities or demands that are commonly associated with this position.

• Sitting, talking, hearing, walking.
• Concentrated mental and visual attention with normal hand-eye coordination.
• Clarity of vision at 20 inches; corrected or uncorrected.
• Generally negligible physical effort, but occasional moving of 1 to 10 lb. items.

Environmental/Atmospheric Conditions: Environmental and atmospheric conditions commonly associated with this position.

• Normal office conditions.

POSITION QUALIFICATION REQUIREMENTS

Education:  Bachelor’s degree or equivalent required. 

Experience: Minimum 1 years’ experience in customer service, sales and/or collections required.  Contact center experience preferred. 

Skills and Abilities: Which may be representative but not all inclusive of those commonly associated with this position.

• Exceptional communication skills including ability to listen, write and speak effectively including presentation skills.
• Strong interpersonal skills: ability to establish good working relationships internally and externally including strong negotiation and conflict management skills.
• Result-driven achiever with exemplary planning and organizational skills, along with a high degree of detail orientation.
• Highly motivated self-starter who takes initiative with minimal supervision.
• Innovative problem-solver who can generate workable solutions and resolve issues. 
• Strong analytical skills so that internal and external customer needs are properly interpreted and translated into application and operational requirements. 
• Flexible and adaptable to manage multiple priorities, assignments and tasks in high paced environment including the ability to manage and adapt to change.
• Resourceful team player who excels at building relationships with customers and colleagues. 
• Contact center knowledge and best practices including customer relationship management (CRM) experience such as Salesforce; fluent with Microsoft Office Suite.

Machines, Tools, Equipment and Work Aids: Which may be representative but not all inclusive of those commonly associated with this position.

Personal computer and associated software. Normal office equipment

License(s)/Certifications Required:  None

This job description in no way states or implies that these are the only duties to be performed by the employee occupying the position.  Employees may be required to follow other job-related instructions and perform other job-related duties as requested, subject to all applicable state and federal laws.

“Commonly associated” is not intended to mean always or only. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.