SAGE

  • Account Support Representative

    Location US-CA-Thousand Oaks
    Posted Date 3 weeks ago(6/27/2018 4:23 PM)
    Req #
    18-5181
    # Positions
    1
    Category
    Customer Service/Support (US) - Customer Service
  • Overview

    The Account Support Representative works as a fully functional member of a team to provide a wide range of support to the Library Sales team and existing library customer base. The Account Support Representative is assigned to specific territories and/or Sales team member. Duties include communicating directly with the assigned Sales team member and their customer base, account administration and maintenance, front line customer service, data governance, order entry, access control and invoicing. This position requires daily supervision.

    Essential Job Functions & Responsibilities

    • Provide superior customer service to the Library Sales team and customers within assigned territory, with precise phone and email communication. Listen attentively and respond effectively to customer concerns and complaints resolving their inquiries using the proper departmental procedures.
    • Maintain and continue to acquire the necessary knowledge to manage and correct account functions, prepare invoices, provide accurate access control, process renewals and order entry, including having an understanding of financial processes and terminology.
    • Utilize proficient phone skills while conducting outreach campaigns for retention, subscription maintenance and information sharing with customers.
    • Must be able to manage varying workload volumes and independently adjust priorities in alignment with business needs.
    • Utilize critical thinking skills in researching and troubleshooting issues and inquiries.
    • Continue to acquire knowledge of SAGE’s suite of electronic products and gain knowledge of assigned territory.
    • Maintain all institutional and consortia accounts in assigned territory.
    • Work closely and maintain good relationships with all departments: Library Sales, Customer Service, Circulation, Marketing, Editorial, Production, Finance, Warehouse and the London Office to achieve success of Library Sales efforts.              
    • Must be able to independently comprehend and professionally explain complex product offerings to external and internal customers.
    • Work with all Account Support team members to assure that department workload is balanced and all tasks are managed effectively and efficiently.
    • Respond to all requests from Library Sales partner and customers related to account management and provide timely deliverables.
    • Utilize Salesforce.com (or similar CRM tool) as a means to capture essential account and deal data details.
    • Update and ensure accuracy of information entered into any and all of the files the Account Support Team uses to archive our database sales and leases, including but not limited to a2r, Salesforce.com and spreadsheets.

     

    • Contact non-renewing customers including tracking, reporting and documenting as required.
    • Conduct outreach campaigns as assigned.
    • Coordinate with supervisor to analyze and assist to improve departmental operation processes and documentation.
    • Attend all departmental meetings.
    • Present information professionally, effectively and efficiently across communication channels.
    • Actively address and resolve daily system issues to ensure the department is running efficiently.
    • Perform daily functions with moderate supervision; however, supervision is available to communicate problems and situations, which may arise during daily activities.
    • Monitor territorial workflow and make recommendations on cost or time saving measures.
    • Travel and attend conferences/institutional visits and webinars as required.
    • Comply with all processes and procedures.

    Qualifications & Education

    Any combination equivalent to, but not limited to, the following:

     

    • Bachelor’s degree or equivalent work experience required.
    • 2 years experience in customer account management with a speciality in sales support preferred.
    • Demonstrated work history of excellent customer service, analytical and problem solving skills.
    • Demonstrated organization and time management

    Any combination equivalent to, but not limited to, the following:

     

    • Highly effective listening, verbal and written communication.
    • Must be able to effectively handle multiple tasks, changing priorities and complex assignments with an ability to juggle shifting priorities.
    • Strong analytical and problem solving skills.
    • Superior understanding in interpreting and communicating procedures, policies, information, ideas and instructions to rest of departmental staff.
    • Ability to read, comprehend, analyze and interpret complex concepts, documents, etc.
    • Ability to maintain confidentiality with customer information.
    • High level of computer literacy: this should include experience of using web based software and Microsoft packages.

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