Account Coordinator

Job Title: Account Coordinator

Department: Client Operations

Location: Remote

Summary: The Account Coordinator’s primary responsibility is to own the Research Cases coming to the Account Management team, review, develop customer-facing response, or assign to the appropriate team member for follow-up. They will take researched cases from Research Associates and curate customer-facing explanations of the situation(s) in question, to provide clarity to customers on what occurred. The ideal candidate would be a detail-oriented problem solver with initiative and superb communication skills.

Responsibilities:

• Conduct quality checks on research cases with working knowledge of customer call workflow
• Compile and submit weekly reports to Leadership, detailing case closures and top reasons for closure
• Leverage data by:
• Generating reports from Tableau, Telephony portal, and Homegrown portal
• Analyzing data from reports to identify trends and insights
• Independently generate basic reports to understand case trends
• Assist Account Managers with generating additional reports for key non-clinical accounts
• Communicate findings and key trends related to case closures and account health with Quality and Operations Managers
• Assisting with account documentation within Salesforce and special projects
• Maintain basic account information in Salesforce, including key contacts and account owners.
• Analyze case trends to assess account health/risk and update information in Salesforce accordingly
• Support Account Management Team by preparing data slides for Quarterly Business Reviews
  
  

Qualifications:

• High school diploma or equivalent
• 1-2 years of prior customer-facing experience in a call center or customer support manner
• Attention to detail
• Ability to meet deadlines, as given
• Self-motivated and able to initiate the completion of duties without close supervision
• Excellent verbal and written skills; must be able to communicate effectively
• Excellent organizational skills and ability to multi-task
• Strong reading skills; must understand and be able to follow oral and written instructions
• Solid computer skills and knowledge of primary software applications, including Microsoft Windows/Office
  
  
  

Preferred Qualifications:

• Salesforce preferred, not required
  
  
  

We are an equal-opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Military friendly, and Veterans are encouraged to apply!