Customer Account Representative

SUMMARY

This role focuses on working tickets/tasks in SalesForce and other tools to support the Vendor Credentialing Account Management organization to drive vendor enrollment in the Vendor Credentialing solution. This employee may also be cross trained on other products in the Spend Management ecosystem. This team member should be confident and experienced in Excel.

PRIMARY RESPONSIBILITIES

• Prioritize and resolve SalesForce tickets as they come in from Solution Account Managers, customers and internal departments
• Manage and report out ticket status updates, updates from vendor inquiries, administrative requests, product issues, etc.
• Escalates issues to the Solution Account Management team when unable to resolve
• Assist with reporting needs and special projects as requested
• Start Vendor Credentialing Service Request for product and integration issues if needed
• Monitor SalesForce cases and provide regular updates as needed
• Maintain accurate client data in SalesForce
• Maintain accurate data in the web application, VC apps, shared files and any other tools
• Follow processes and procedures as outlined in Teams and work with Account Management to update when necessary
• Assist with special projects and campaigns
• Provide a high level of customer service to both internal and external customers
• Maintain strong, healthy client relationships
• Provide creative solutions to solve problems
• Additional duties as assigned

REQUIRED KNOWLEDGE/SKILLS/ABILITIES

• Proficiency in Microsoft Excel (knowledge of formulas and functions, pivot tables, etc.)
• College degree or equivalent experience
• Minimum 3 years in account management, customer service, data analysis or related field
• Excellent English skills, both written and verbal
• Exceptional grammar, must be professional and well written in all communications
• Ability to recognize and escalate issues and risks as deemed necessary
• Outstanding documentation and follow-up capabilities required
• Ability to understand and manage client expectations and respond accordingly and escalate when appropriate

• Critical Thinking
• Communication
• Analytical/Problem Solving
• Teamwork
• Customer Service
• Accountability

• Dedicated: Devoted to a task or purpose with loyalty or integrity
• Detail Oriented: Capable of carrying out a given task with all details necessary to get the task done well
• Team Player: Works well as a member of a group

• Ability to Make an Impact: Inspired to perform well by the ability to contribute to the success of a project or the organization
• Self-Starter: Inspired to perform without outside help