National Accounts Supervisor

JOB SUMMARY: 

Responsible for effectively supervising, training and mentoring National Accounts Coordinators (NACs) in the National Communications Center (NCC) to ensure exceptional service delivery of customer service phone interactions, data entry and processes. Assists with employee development through support and reinforcement of departmental policies, workflow and procedures. Proactively communicates project issues and challenges to management to ensure that the NACs are providing the best service to its clients.

ESSENTIAL FUNCTIONS:

• The functions listed describe the business purpose of this job.  Specific duties or tasks may vary and be documented separately.  The employee might not be required to perform all functions listed. Additional duties may be assigned, and functions may be modified, according to business necessity.

• All assigned duties or tasks are deemed to be part of the essential functions, unless such duties or tasks are unrelated to the functions listed, in which case they are deemed to be other (non-essential) functions.

• Employees are held accountable for successful job performance.  Job performance standards may be documented separately, and may include functions, objectives, duties or tasks not specifically listed herein.

• In performing functions, duties or tasks, employees are required to know and follow safe work practices, and to be aware of company policies and procedures related to job safety, including safety rules and regulations.  Employees are required to notify superiors upon becoming aware of unsafe working conditions.

• All functions, duties or tasks are to be carried out in an honest, ethical and professional manner, and to be performed in conformance with applicable company policies and procedures.  In the event of uncertainty or lack of knowledge of company policies and procedures, employees are required to request clarification or explanations from superiors or authorized company representatives.

• Provide supervision and guidance to NACs. Monitor quality of NAC and customer interaction. Communicate customer service performance objectives. Observe effectiveness, professionalism, and efficiency of NACs to ensure that departmental standards regarding quality and productivity are maintained. 

• Address complaints, answer questions, and resolve problems regarding all aspects of the National Account Team system. Ensure the timely communication and resolution of field complaints/issues, concerning scheduling and profile problems. 

• Establish and maintain visibility and daily contact within the National Account Team by providing regular feedback and coaching sessions with NACs. Provide initial and ongoing training toward the development of NACs. Evaluate and improve NAC phone skills through quality monitoring system to compile and track performance at individual level.  Empower individuals to meet performance expectations. Motivate NACs to aggressively achieve quality and productivity goals.

• Administer quarterly and annual NAC performance reviews. Handle disciplinary situations, apply corrective action and follow course of action through performance development plans as needed.

• Develop new ideas and plans to improve shift functioning. Identify and implement processes and service improvements to ensure that performance and service levels are consistently met. Coordinate work schedules to ensure that adequate staffing needs are appropriate to call volume.

• Create and maintain a spirited work environment that promotes positive communications within the National Account Team and field offices. Foster teamwork within the National Account Team, field offices, and company. 

• Assist NACs in receiving all incoming forms of communication from clients, prospective clients, field personnel or the general public during the shift as needed.  

• Other related duties as requested. 

MINIMUM QUALIFICATIONS AT ENTRY

Additional qualifications may be specified and receive preference, depending upon the nature of the position.

• Technical Skills: Must be familiar with the NCC database and possess knowledge of Microsoft Office applications.

• Communication Skills: Strong oral and written communication and presentation skills. 

• Management Skills: Capable of working independently, under minimal supervision and following directions. Skilled at problem solving, prioritization, delegation, multi-tasking, and conflict resolution.

• Customer Service Skills: Ability to maintain a strong and positive customer service orientation. Willingness to support the customer. Communicate direction in a positive and professional manner. 

• Analytical Skills: Ability to quickly discern issues, collect data, establish facts, and draw valid conclusions. Use sound judgment to accomplish results.

• Stress Tolerance: Willingness and ability to adapt to continually fluctuating work demands and carry out multiple assignments concurrently.

• People Skills: Possess teamwork and positive attitude. Ability to provide positive direction and motivate performance.

• Organizational Skills: Ability to concentrate and prioritize. Organize effectively and follow-up to ensure task completion. Possess time management skills.

• Flexibility:  Ability to work shift times that are not normal business hours of operation and respond on an on-call basis to emergencies and incidents at all hours.

Education/Experience: High School Diploma or GED required, with two to three years of customer service experience.  Some college preferred.  

Working Conditions and Physical/Mental Demands:

With or without reasonable accommodation, a candidate must have the physical and mental capacity to effectively perform all essential functions described.  In addition to other demands, the demands of the job include:

• Maintaining composure in dealing with authorities, executives, clients, staff and the public, occasionally under conditions of urgency and in pressure situations.

• Successful passage of background, reference, psychological, and controlled substance tests.

• Required ability to handle multiple tasks concurrently.

• Computer usage.

• Handling and being exposed to sensitive and confidential information.

• Regular talking and hearing.

• Frequent sitting.

• Occasional walking, reaching with hands and arms, stooping, kneeling, crouching and crawling.

• Close vision, distance vision, and ability to adjust focus.

• Work primarily performed in an office environment.

• Ability to sit for long periods of time while working on a personal computer.

• Occasional lifting and/or moving up to 10 pounds.