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Client Service Account Executive

 

 Client Service Account Executive

Description

The Client Service Account Executive I identifies and handles client inquires in a help desk environment.  The CSAE I answers all help desk calls and supports Client Service Team with all aspects of help desk operations. This position involves extensive contact with client participants and a focus on superior client satisfaction.  Under direct supervision, the CSAE I responds to and diagnoses problems through discussion with end users.  The position provides procedural training and information to peers and assists the Client Service Manager with project workloads.

The CSAE’s responsibilities include:

Demonstrate knowledge of Brandmuscle core capabilities related to assigned client workload
Answer help desk calls or emails for participants and client field representatives on web based applications, marketing programs, or claim processing questions
Resolving end user problems
Maintain professional/positive attitude while handling difficult customer calls
Update call, email and other service level tracking systems
Monitor and track customer issues to ensure accurate resolution
Apply knowledge of clients’ marketing programs and branding guidelines
Apply knowledge of state laws and regulations pertaining to advertising disclaimers as trained
Perform research requests including gathering and analyzing data
Provide procedural training and information to peers
Work on assignments where judgment and initiative are required in resolving problems and making recommendations
Quality check own work as well as others including review of pre-approvals and claims processed by audit pool
Review duplicate claim listing and research/handle duplicate claims
Review re-submitted claims, forward to audit pool as needed
Process data changes requested by the client to register new users or set up/update program participants and sales representatives
Processing files from clients and creating output files as needed 
For low volume accounts, this position may audit pre-approvals and claims
For low volume accounts, this position may log manually submitted claims into the system (correspond)
Client specific activities including ad template coordination, compliance monitoring, special program support and approving agent profiles
Overtime as required

 

Requirements

Exemplary written and verbal communication skills

Excellent customer service and interpersonal skills required
Ability to multi-task and handle large volumes of work in a short period of time
Flexibility to accommodate a variety of priorities
MS Office (Excel, Word, PowerPoint) Access a plus
Must be thoroughly computer /Internet literate and able to learn new software quickly
Ability to manage relationships  in a fast paced environment

Experience

1+ years experience in call center environment or 2 yrs. college a plus

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