Position SummaryAgent Pipeline (an integrity Company) is seeking an Account Director to help provide exceptional customer support to agents and marketers. Serves as the liaison between the agents, Agent Pipeline, and carriers, not only addressing issues as they arise but also providing proactive services including anticipating issues before they arise and offering solutions to potential roadblocks they may encounter. Account Directors should be forward thinking, empathetic and possess excellent critical thinking and problem-solving skills.
Essential Duties and Responsibilities:- Demonstrates ability and motivation to learn, grow, and continuously improve.
- Serves as a liaison between agents and carriers.
- Develops and nurtures new and existing relationships driving agent satisfaction.
- Ensures agent and marketer loyalty and trust by providing high levels of service, accurate responses, and effective communication at all times.
- Assists with de-escalating agent issues and concerns and involves leadership when appropriate.
- Guides agents through troubleshooting, navigating, and understanding processes for contracting, certification, carrier portals, and more.
- Resolves issues through independent problem solving with a goal of first call resolution whenever possible.
- Ensures thorough documentation and records are maintained.
- Ensures outreach for agent calls are completed at their scheduled time, communicates with team and leadership if unable to meet timeframes.
- Other tasks as assigned.
Qualifications: - Problem Solving - Identifies and resolves problems in a timely manner; Works well in group problem solving situations.
- Customer Service - Manages difficult or emotional customer situations.
- Responds promptly to customer needs; Serves as an example of how customer service should be.
- Interpersonal Skills - Focuses on solving conflict, not blaming; Listens to others without interrupting; Remains open to others' ideas and tries new things.
- Written Communication - Edits email and written work for spelling and grammar; Explains in detail the situation, expected result and any next steps that are needed.
- Teamwork - Balances team and individual responsibilities; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.
- Delegation - Delegates work assignments to Broker Escalation Team as necessary and appropriate.
- Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently.
- Professionalism - Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions.
- Attendance/Punctuality - Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time.
- Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan.
- Initiative - Undertakes self-development activities; Seeks increased responsibilities; Asks for and offers help when needed.
- Strong verbal and written communication skills.
- Attention to detail.
- Team player - track record of getting along with others.
- Self-motivated.
- Organized, Credible, Reliable.
- Able to Multi-Task.
- Travel Requirements: Limited day travel with some overnight travel.
