Account Specialist - Brand Management

Company Description

Business Impact Group, recognized as one of the “100 Best Companies To Work For," is a leading brand management company. Our client list features some of the best and brightest companies in the country—Best Buy, Polaris, Lifetime Fitness, DirectTV, Snap Fitness, Comcast to name a few.

Business Impact Group has four major sales divisions within our organization. Each division has dedicated Account Managers focused on just their product/service within their division enabling us to bring the highest service level combined with the most experienced product knowledge in that vertical.

• Brand Management Sales Division
• Print Management Sales Division
• Engagement Sales Division

Job Description

Account Specialist Responsibilities: Assist Account Executives and Account Managers in reoccurring tasks associated with client programs.

• Process web orders by daily cutoff times, ensuring all orders are submitted by the deadline for contracted fulfillment agreements.
• Cut purchase orders for on-demand or personalized items within web order accounts and make sure those products are delivered.
• Work with Account Executive and Account Manager team members to ensure accounts are running smoothly.
• Communicate over the phone, via e-mail, and within an online ticketing system with clients for regular customer service inquiries.
• Manage the customer service ticketing system to ensure resolutions are provided and cases are closed within a timely manner.
• Complete other customer support duties when needed.
• Communicate with fulfillment department to resolve order issues tied to fulfillment/shipping/delivery.
• Assist with new product SKU creation and maintenance on multiple platforms.
• Adjust customer budgets within online platform per client requests.
• Communicate with Web team and help facilitate online site updates.
• Perform data entry to support cross functional programs.

Customer Service Representative Responsibilities: Initial point of contact for issues related to assigned accounts.

• Communicate over the phone/via e-mail with customers.
• Monitors customer support requests through a ticketing system.
• Processes tickets and resolve issues to satisfaction.
• Escalate tickets when unable to resolve issues.
• Process orders and upload data to ensure shipping tracking numbers are generated to member end users.
• Communicate with fulfillment department to resolve ticket requests for fulfillment/shipping/delivery.
• Ensure timely resolution to customer service request.
• Complete other customer support duties when needed.

Qualifications

Education and Experience:

• High school diploma or GED
• Recommended minimum of 2 years’ experience in a customer service role.
• Knowledge of Excel to assist with formatting and maintenance of data.

Skills/Competencies:

• Ability to analyze issues and solve problems.
• Ability to communicate in a positive manner.
• Ability to engage, foster and support a team atmosphere.
• Excellent written and verbal communication skills.
• Must be able to work in a constantly changing environment; flexible and adaptable to change.
• Exceptional attention to detail and time management skills.
• Must be able to learn new software applications quickly.
• Ability to work independently with minimal supervision.

Additional Information

All your information will be kept confidential according to EEO guidelines. This job description is not intended to be all-inclusive. Employee may perform other related duties as negotiated to meet the ongoing needs of the organization.

We appreciate your interest in employment opportunities with Business Impact Group. Only those selected for interviews will be contacted.