Regional Account Specialist Supervisor
Job title: Regional Account Specialist Supervisor in Littleton, CO at Apple & Associates
Company: Apple & Associates
Job description: Regional Account Specialist SupervisorLittleton, CO (HYBRID REMOTE)
75-95K + Full Benefits + BonusThe purpose of the Regional Account Specialist Supervisor role is to manage a team of 6-10 Account Specialists, provide day-to-day direction of their activities and monitor their performance metrics; work with personnel from other departments to resolve critical and complex issues; develop and implement departmental procedures; and manage Account Specialists to ensure that World Class customer service is maintained. The Regional Account Specialist Supervisor is also responsible for managing and motivating Account Specialists to provide the highest level of customer service to both internal and external customersJob DescriptionAssess Advocates performance and provide timely feedback on development opportunities designed to enhance service quality and employee growth
- Conduct monthly one-on-one sessions with Account Specialists to review monthly service metrics and to provide performance feedback
- Monitor team and individual service metrics weekly and monthly
- If results are below target, develop and implement plans for improvement
- Provide weekly report of activities on the above to the Manager
- Prepare and deliver semi-annual performance evaluations; recommend annual salary increases and bonus amounts; and communicate to employees
- Work with Account Specialists to develop plans for continuous improvement through training and other career development opportunities
- Coach and motivate employees to succeed in current role
- Work with Manager to develop and execute disciplinary action when necessary.
- Hire and on-board new Account Specialists
- Manage documentation of policies and procedures, ensuring that they are current and communicate changes to team in a timely manner
- Provide timely direction to employees regarding operational issues as they arise and develop and implement ad hoc temporary processes and procedures
- May be required to perform other related duties as assigned
- BA degree or equivalent with minimum 3 years of experience. Prior experience leading or supervising employees preferred.
- Interpersonal, verbal and written communications skills
- Analytical and decision-making skills with the ability to think through complex issues
- Proficient in Microsoft Word, Excel, Outlook
- Software knowledge: DCS, SharePoint, SalesForce, CURE, SAP and Cisco phone system
- Knowledge of Accounts Receivable concepts for deduction resolution
- Attention to detail
- Organizational prioritization skills
- Ability to multi-task
- Ability to work in a team environment as well as independently with limited supervision
- Product knowledge
- Problem resolution and negotiation skills
- Listening skills
- Relationship building skills with internal external customers
- Working knowledge of SAP or ERP systems
- Manages a staff of 6 - 10 salary employees, sets direction and deploys resources. Responsible for performance evaluations, pay reviews, hiring and terminating.
- Minimal travel required (0 - 10 days per year)
- Work environment is typical of an office setting