Under the direction of the Executive Vice President, (the “Manager”) the Customer Engagement Manager will be responsible for providing support to the Account Executives (“AE”) and clients to ensure a quick response to current and prospective clients’ queries all while assuring that all receive the highest level of service.
Essential Duties and Responsibilities
These essential duties and responsibilities are not intended to be and should not be construed as an all-inclusive list of responsibilities, skills, or working conditions associated with this position. While it is intended to be an accurate reflection of the job requirements, management reserves the right to modify, add, or remove duties or to assign other duties as necessary.
- Onboard new clients and enable efficient new product/project add-ons for existing clients along all product lines.
· Be a client advocate for Equifax for service requests. Prioritize inbound support requests and ensure successful resolution of each (client name and contact changes, services, products, invoicing, billing, equipment, etc.). Provide outcome results to the AEs and/or clients.
· Advise AEs and/or clients on next-best-steps according to client's needs regarding service requests, features, accessories, upgrades, options, etc.
· Quickly and efficiently complete required documentation for sales support requests to ensure high revenue contribution, decrease client conflicts, and lower account attrition.
· Maintain quality audit trails and documentation for requests and contacts.
· Enable an uninterrupted flow of communication (phone, email, documentation, etc.) between all appropriate stakeholders in the client journey.
· Professionally engage directly with clients on a frequent basis and through appropriate business channels to build trust in the Retail Alliance and Equifax brands.
· Prioritize tasks that enable AEs to participate in revenue-contributing activities (document completion, follow-up email, follow-up phone, campaign management, receivables, etc.).
· Develop, maintain, and manage relationships with AEs and any other external and internal clients through daily follow-up.
· Develop a working knowledge of FCRA, Equifax processes, policies, systems, and legal constraints. Protect the Company against loss.
· Utilize client feedback to identify opportunities to continuously improve the client experience and drive efficiency in the delivery. Communicate this feedback to the leadership team to ensure resolution.
· Exercise discretion and independent judgment in day-to-day work; receiving general instructions on new assignments.
· Optimize the CRM and Salesforce to ensure it remains our source of truth for sales and sales support activities. Enable business intelligence through sanitizing client data (perfecting contact names, account names, addresses, and augmenting additional account-level information).
· Partner with the Equifax Recredentialing Team to ensure successful and timely compliance reviews.
· Ensure that Senior Leadership is informed of client circumstances and capable of acting in the client’s best interests when necessary.
- Continually maintain working knowledge of core products, services, processes, and feature launches.
· Be courteous, respectful, and diplomatic in all interactions.
- Provide excellent client service by being courteous, respectful, and enthusiastic in all interactions.
- Other duties as assigned.
Skills and Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
Education/Experience:
Bachelor’s degree from an accredited institution preferred. Three to five years’ experience in administrative support, coordination, or analyst function. Previous industry experience and/or any combination of education and experience is ideal.
Other Skills and Qualifications:
- Demonstrated project coordination skills.
- Excellent client service and problem-solving skills. Attention to detail is necessary.
- Strong proficiency in Microsoft Office. (Excel, Word, PowerPoint, Outlook, Teams, etc.)
- Strong oral and written communication skills, with the ability to communicate effectively with all levels of the organization and clients. Business communication experience a plus.
- Ability to maintain positive and professional relationships with clients, colleagues, prospects and vendors.
- Ability to work effectively and efficiently in a high-stress, fast-paced and high-pressure environment while maintaining high standards of accuracy, precise attention to detail, and meeting assigned deadlines.
- Ability to adapt to a work environment in which processes, performance standards, goals, and budget requirements change with the fluidity of an ever-evolving business.
Ability to balance competing priorities and make sound decisions within the established policy.
Job Type: Full-time
Pay: From $50,000.00 per year
Benefits:
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Experience level:
Shift:
Weekly day range:
Experience:
- Customer service: 3 years (Required)
Ability to Commute:
- Norfolk, VA 23510 (Required)
Ability to Relocate:
- Norfolk, VA 23510: Relocate before starting work (Required)
Work Location: In person