Team Lead, Account Manager – Outbound

Specific Job Responsibilities

• Direct the daily activities of your team related to day-to-day supervision and training.
• Provide leadership and direction to your team, ensuring they are knowledgeable of job requirements and expectations
• Engage with customers, Territory Managers and Account Managers to resolve all billing questions including special handling requirements and discrepancies in a timely and appropriate manner
• Lead efforts to identify and resolve the root cause of any issues on account such as short payment, past due invoice, pricing, or cylinder discrepancy, etc., as well as implementation of a long-term solution within the system or the Company
• Work closely with the Manager, Customer Financial Services, Account Manager Team Leads and Credit Analyst to develop strong relationships and to encourage collaboration and process improvements including additional training needs, SOPs, and process flows to elevate the customer service experience and reduce the balance of outstanding receivables and unapplied payments
• Direct and perform special projects as assigned and effectively communicates status of those special projects to the impacted parties within and outside of nexAir
• Oversee status of accounts that have been escalated to more severe collection efforts and require leadership’s involvement towards resolution.
• Effectively communicate with external customers and internal sales force and executives in a professional manner
• Engage in biweekly account discussions with each team member.

Qualifications

• Bachelor’s Degree is preferred
• At least three to five years of progressive experience in account management and collections
• Supervisory experience preferred
• Self-motivated and able to work independently
• Excellent listening, written, verbal, communication, and interpersonal skills (both verbal and written) with a customer service focus
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists
• Ability to manage multiple projects at a time while paying strict attention to detail
• Strong computer skills required, with advanced knowledge of Microsoft Office applications, including Excel
• Ability to work cooperatively and collaboratively as part of a team and with all levels of employees, management, and customers

Classification

• Hourly, Non-Exempt Employee
• Full-time