National Accounts Coach, Client Services

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

📋 Description

• Support the Client Service management team

• Offer additional support to client service associates through direct coaching, continuous training, and development initiatives

• Co-facilitate onboarding and ongoing training sessions

• Foster and sustain effective partnerships and client relationships

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

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

• Deliver real-time coaching and development to associates

• Engage in recruitment efforts and assist with interviewing candidates

• Lead recognition initiatives and coordinate center activities

• Aid in ensuring 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

• Remain accessible to support team chats and respond to incoming inquiries during periods of high SLA demand

⛳️ Requirements

• At least six months of experience in a client service role

• Outstanding written and verbal communication skills

• Strong familiarity with National Accounts

• Previous experience in a leadership role is advantageous

• Ability to handle multiple tasks in a dynamic environment

• Basic knowledge of Google, Salesforce, and NA systems

• Excellent organizational abilities

• Self-driven and proactive

• Capability to coach and mentor others

• Results-oriented mindset

• Exceptional organizational and leadership capabilities

• Proven leadership experience at all levels

• Professional and positive demeanor

• Ability to perform well under pressure

• Strong presentation skills

• Effective time management skills

• Strong work ethic

• Good judgment

• Attention to detail

• Highest standards of integrity

• Ability to cultivate lasting, trusting relationships with key stakeholders

• High School Diploma

🏝️ Benefits

• Benefits commence on Day 1 for full-time employees

• Competitive salary

• Performance incentives available for many positions

• Various pathways for career advancement

• Comprehensive training and development programs

• Tuition reimbursement for full-time employees

• Medical, dental, vision, disability, and life insurance coverage

• 401(k) retirement plan with company matching

• Paid vacation and sick leave

• Company-paid holidays and floating holidays

• Emphasis on health, safety, and flexibility