National Account Client Services Coach

This is a fully remote position, open to applicants in Pennsylvania.

📋 Description

• Support the Client Service management team.

• Offer additional assistance to client service associates, including side-by-side coaching, continuous training, and development.

• Co-lead training for new hires and ongoing sessions.

• Foster and sustain functional partnerships and client relationships.

• Design and implement personalized training plans for underperforming client service team members.

• Conduct side-by-side evaluations of associate calls and review emails, portals, cases, and overall performance.

• Deliver real-time coaching and development to associates.

• Engage in recruitment activities and support candidate interviews.

• Manage recognition programs and coordinate center activities.

• Ensure sensitivity, appropriate routing, and responsiveness to customer needs.

• Complete assigned weekly calls, emails, and cases for review.

• Conduct weekly one-on-one coaching sessions with designated colleagues.

• Maintain availability to assist team chats and respond to incoming inquiries during periods of high SLA demand.

⛳️ Requirements

• At least six (6) months of experience in a client service role.

• Exceptional written and verbal communication skills.

• Strong knowledge of National Accounts.

• Prior leadership experience is advantageous.

• Capability to multitask in a dynamic environment.

• Basic proficiency with Google, Salesforce, and NA systems.

• Outstanding organizational abilities.

• Self-motivated and proactive.

• Capacity to coach and mentor others.

• Results-driven mindset.

• Strong organizational and leadership capabilities.

• Effective presentation skills.

• Ability to manage time efficiently.

• Strong work ethic.

• Sound judgment.

• Attention to detail.

• Commitment to the highest standards of integrity.

• High School Diploma or equivalent.

🏝️ Benefits

• Benefits commence on Day 1 for full-time employees.

• Numerous opportunities for career advancement.

• Access to training and development programs.

• Tuition reimbursement available for full-time employees.

• Comprehensive medical, dental, vision, disability, and life insurance.

• 401(k) retirement plan with company-matching contributions.

• Vacation and sick days.

• Company-paid holidays and floating holidays.

• A workplace focused on health, safety, and flexibility.