Account Executive

American Customer Care 14 Reviews – San Diego, CA
Apply Now Posted 470 days ago

Job Description

Position: Contact Center Account Executive, San Diego, CA.

To be considered for this role you must be a college graduate with a minimum of 5 years contact center management and client services experience. If you are not a hands on manager who thrives on getting involved with problem solving at the operational level then this is not the right role for you. We seek someone who is dynamic and engaging and who can lead from the front. You will drive this team from the front and in addition to being the account executive; you will operationally manage the team of up to 100 agents with ultimate responsibility for client SLA and our profit margin.

Overview of the Role:

The Account Executive is responsible for delivering the operational and financial goals of the account, along with meeting contractual SLA’s. This role will be the principal point of day-to-day operational contact with the client and are responsible for the contract SLAs and profitability of the account.You must demonstrate experience of building a solid client relationship and consistently providing excellent best in class customer service and sales through service. You will need to be available, or on call, during normal account operational hours (8am to 11pm ET) though working hours will be agreed with the successful candidate.

Duties & Responsibilities:

  • Manage the team of associates responsible for direction ofall daily customer service activities across multiple channels, including follow up with partners and other vendors.
  • Manager the staffing and scheduling to forecast.
  • Manage Ad Hoc stand-alone or joint-client projects and to drive operationalchange within the team and across the wider business.
  • Ensure client receives timely and accurate reports along with feedback, performance analysis and recommendations aimed at service improvements and efficiencies.
  • Undertake regular financial review of the account to ensure effective use of the client’s budget and optimization of profit.
  • Expected travel time within the US 10%.

Competency and Skills:

  • Experience of delivering profit within an outsourced contact center environment.
  • Demonstrable ability to manage with a high sense of urgency combined with strong analytical, problem solving and verbal communication skills, whilst driving results in a fast paced environment.
  • Ability to operate with a high level of autonomy and in co-operation with the client on developmental as well as business as usual projects.
  • Ability to be flexible and work analytically, whilst keeping a clear focus on objectives.
  • Excellent people management skills to include ability to influence, mediate and manage conflict.

To apply send your resume to tjohnston@accare.com along with a cover letter explaining why you think you are the ideal candidate for this job. No relocation package is included and we expect to make our hiring decision at the end of January 2014 for a February start.

Company Info

American Customer Care Reviews

3.1
14 Reviews
Rating Trends
Recommend to a friend
Approve of CEO
(no image)
Mark Facey
2 Ratings
    1. One of the best IT departments i ever worked for!

      • Comp & Benefits
      • Work/Life Balance
      • Senior Management
      • Culture & Values
      • Career Opportunities
      Current Employee - Help Desk Analyst in Bristol, CT
      Current Employee - Help Desk Analyst in Bristol, CT

      I have been working at American Customer Care full-time (more than a year)

      Recommends
      Neutral Outlook
      No opinion of CEO
      Recommends
      Neutral Outlook
      No opinion of CEO

      Pros

      Great Management with an excellent IT staff. Everyone is willing to offer advice and assistance no matter the problem. Friendly laid back environment without the politics and games management will play in other companies. Just a great family feeling with management who is understanding and will listen to your concerns.

      Cons

      Too many slow stations in many of our calls centers, be prepare to spend a good deal of your time just waiting for a station to reboot.
      I personally feel that we have amazing IT staff that are not getting market value pay.
      You will be on a salary so overtime is out of the question.

      Advice to Management

      Improve the morale in your office by offering your employees an incentive. A performance review with a pay rise or even a bonus in the holidays or even a holiday party would suffice. Employees should not feel like their in a cellphone contract and the only way to earn more is to leave or threaten to leave.

    2. Extremely poor management.

      • Comp & Benefits
      • Work/Life Balance
      • Senior Management
      • Culture & Values
      • Career Opportunities
      Current Employee - Uniden Tech Support in Platteville, WI
      Current Employee - Uniden Tech Support in Platteville, WI

      I have been working at American Customer Care full-time (less than a year)

      Sign In or Sign Up in seconds to unlock everything on Glassdoor.

      Pros

      Aliquam id dolor. Class aptent taciti sociosqu ad litora torquent per conubia nostra, per inceptos hymenaeos.

      Cons

      Nam quis nulla. Integer malesuada. In in enim a arcu imperdiet.

      Advice to Management

      Duis condimentum augue id magna semper rutrum. Nullam justo.

    3. Work here only if you need a quick job.

      • Comp & Benefits
      • Work/Life Balance
      • Senior Management
      • Culture & Values
      • Career Opportunities
      Former Employee - Product Specialist in Montoursville, PA
      Former Employee - Product Specialist in Montoursville, PA

      I worked at American Customer Care full-time (more than a year)

      Sign In or Sign Up in seconds to unlock everything on Glassdoor.

      Pros

      Etiam sapien elit, consequat eget, tristique non, venenatis quis, ante.

      Cons

      Pellentesque ipsum. Nulla non arcu lacinia neque faucibus fringilla. Nulla non lectus sed nisl molestie malesuada.

      Advice to Management

      Lorem ipsum dolor sit amet, consectetuer adipiscing elit. Morbi gravida libero nec velit. Morbi scelerisque luctus velit. Etiam dui sem, fermentum vitae, sagittis id, malesuada in, quam.

    4. See more reviews on company profile (14)