Account Executive

Please review the job description for our current opening for a Account Executive. If you believe you would be a good fit for this position, please fill out our online application by by CLICKING HERE

Job Purpose:

The role of an Account Executive (AE) is to act as the main liaison between J.Lodge account management and our external client in the call center industry. The AE reports directly to the Account Manager and oversees one or multiple lines of business within the account. The individual will be responsible for planning, coordinating, and directing a quality program designed to ensure quality control and quality assurance in our client’s call center operations.

Essential Job Functions:

Formulates and maintains quality objectives complementary to corporate policies and goals.
Interprets quality philosophy to key personnel in organization.
Develops and initiates standards and methods for testing and evaluation.
Plans and oversees the analysis, inspection, design, test, and/or integration to assure the quality of assigned product.
Performs quality reviews of design documentation for compliance with stated requirements, including vendor quality manuals and company quality records.
Applies statistical process control methods for analyzing data to evaluate the current process and process change
Reviews all data obtained during all quality control and quality assurance activities to ensure consistency with company policies and procedures.
Develops new approaches to solve problems identified during quality activities.
Keeps management team abreast of significant issues or developments identified during quality activities and actions being taken to improve the situation.
Prepares and presents technical and program information to the management team.
Directs workers engaged in auditing activities to ensure continuous control over services.
Plays active role on quality management teams within organization.
Designs and implements quality training programs to key personnel in conjunction with managers.
Investigates and adjusts customer complaints regarding quality.

Supervisory Responsibilities

There are no supervisor responsibilities for this position.

Competencies

To perform this job successfully, the individual should demonstrate the following competencies:

Problem Solving – Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
Customer Service – Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service ; Responds to requests for service and assistance; Meets commitments.
Oral Communication – Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.
Written Communication – Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.
Business Acumen – Understands business implications of decisions; Displays orientation to profitability; Demonstrates knowledge of market and competition; Aligns work with strategic goals.
Judgment - Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions.
Motivation – Sets and achieves challenging goals; Demonstrates persistence and overcomes obstacles; Measures self against standard of excellence; Takes calculated risks to accomplish goals.
Initiative - Volunteers readily; Undertakes self-development activities; Seeks increased responsibilities; Takes independent actions and calculated risks; Looks for and takes advantage of opportunities; Asks for and offers help when needed.
Innovation – Displays original thinking and creativity; Meets challenges with resourcefulness; Generates suggestions for improving work; Develops innovative approaches and ideas; Presents ideas and information in a manner that gets others’ attention.

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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education or Experience Required

Bachelor’s degree (B. A.) from four-year college or university; or three to five years customer service management experience and/or training; or equivalent combination of education and experience.

Language Skills

Ability to read and interpret documents such as procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before clients or management of organization.

Mathematical Skills

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

Reasoning Ability

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

Computer Skills

To perform this job successfully, an individual should have knowledge of Database software, Spreadsheet software and Word Processing software.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is regularly required to talk or hear. The employee is frequently required to stand and walk. The employee is occasionally required to sit and reach with hands and arms. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually quiet.