Account Representative

United States
Cockeysville, MD
Jun 14, 2017
Jun 21, 2017
Accountant, IT
Full Time
JOB SUMMARY: The Account Representative will assess clients' needs, resolve issues by coordinating with multiple departments and locations, and analyze trends in service inquiries in order to proactively address potential client problems. The Representative relays information without scripting in order to develop the client relationship. 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.The Essential Functions Include:Represent Pinkerton's core values of integrity, vigilance and excellence.Communicate directly with clients either electronically and/or the telephone.Respond timely and provide accurate information to incoming inquiries and product knowledge requests.Work closely with internal departments to ensure prompt processing of orders on the client's behalf.Provide timely feedback to the client regarding service issues and concerns.Partner with the Business Development team to successfully onboard new clients.Act as the first level technical support to train clients on usage, issue resolution and/or escalation to the IT department, if necessary.Use knowledge and understanding of criminal court records, dispositions, motor vehicle records, drug testing, eVerify, and other associated reports to answer client inquiries and/or describe product features.All other duties, as assigned.Minimum Hiring Standards:Additional qualifications may be specified and receive preference, depending upon the nature of the position.Must have a High School Diploma or GED.Must be willing to participate in the Company's pre-employment screening process, including drug testing and background investigation.Must be at least 18 years of age.Must have a reliable means of communication (ie, email, cell phone).Must have a reliable means of transportation (public or private).Must have the legal right to work in the United States.Must have the ability to speak, read, and write English.Education/Experience:High School Diploma or GED with three to five years of customer service experience. Competencies (As Demonstrated Through Experience, Training, and/or Testing):Customer orientated and results driven.Independent thinker.Strong analytical and problem solving skills.Attention to detail and accuracy.Effective time management skills.Excellent verbal and written communication skills.Strong team orientation.Knowledge of general customer service principles and practices.Computer skills; Microsoft Office.Proficient typing skills.Flexible and adaptable to changing conditions.Motivated and initiative driven.Working Conditions (Physical/Mental Demands):With or without reasonable accommodation, requires the physical and mental capacity to perform effectively all essential functions. In addition to other demands, the demands of the job include:Must undergo and meet company standards for background and reference checks, drug testing, and behavioral selection survey.Ability to handle multiple tasks concurrently.Regular computer usage.Exposure to sensitive and confidential information.Noise levels are considered low to moderate; office environment is clean, orderly, properly lit, and ventilated.Close vision, distance vision, and ability to adjust focus.Must be able to see, hear, speak and write clearly in order to communicate with employees and/or customers. Manual dexterity required for occasional reaching and lifting of small objects and operating office equipment. Frequent sitting. EOE/M/F/Vet/Disabilities

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