Jr. Account Executive

ACD Direct•Farmington, UT

3d•Remote

About The Position

ACD Direct, Inc. is an innovative, virtual company that thrives on brokering solutions for our non-profit clients. ACD’s heartbeat and competitive edge is powered by our people. Our company has grown from providing routine call center services to providing high-level, full-scale donor support resources and products. Our proprietary scripting engine, web forms and custom-built reporting enable clients to successfully conduct large-scale fundraising campaigns with accuracy and creativity. Limitations: >>>>> Due to our current client contracts, we are unable to hire INTERNATIONALLY and in these states at this time: CT, MA, DE, DC, NJ, NY, NV, ND, CA, CO, OR, RI, MD, MT, MN, ID, WY, WA, AK, HI, PR All applicants applying from these states or internationally unfortunately cannot be considered. Summary of Role Primary duties include performance of all aspects of customer management including but not limited to acting as primary point of contact or PR representative of ACD; negotiating deadlines and meeting client deliverables; addressing and resolving client concerns; completing work, troubleshooting or problem-solving operational issues; coordinating research or other follow up as needed with internal departments (IT, call center, etc.); overseeing completion and accuracy of client data; making business decisions in the best interest of the client and the company; and performing other duties as necessary to ensure client and organizational satisfaction.

Requirements

3+ year experience working in a virtual contact center environment.
Knowledge of Microsoft Office products (Excel, Word, Outlook).
Proven experience as call/contact center supervisor or similar position
Experience in high level customer service is required.
Knowledge of performance evaluation and customer service metrics.
Outstanding communication and interpersonal skills.
Excellent organizational and leadership skills with a problem-solving ability.

Nice To Haves

Bachelor’s Degree in Business or Communications preferred.

Responsibilities

Maintains and nurtures existing client relationships.
Functions as liaison between client companies and operations staff.
Assists in negotiating work agreements.
Tracks product/service opportunities, project timelines, meeting notes, quotes and client communication including emails in Funnelmaker.
Participates in important business/trade events onsite and virtually as needed that impact business unit.
Cultivates 20% or more growth of existing partner base from previous calendar year
Works as a team to help the company achieve overall growth of at least .05% per month from previous calendar year.
Conducts weekly/bi-weekly status meetings with ALL DRTV and For-profit clients.
Conducts pre-drive meetings with all Non-profit PBS/NPR clients two weeks prior to the start of the drive (excludes Tier 1 MSB Partners).
Conducts post drive meetings with all Non-profit PBS/NPR clients within two weeks post drive.
Conducts annual product/service review meetings along with Manager/Director with each Partner.
Maintain and grow average number of products for client portfolio to at least 3.5 products per Partner.
Ensures all emails, tickets and programming tasks assigned are responded to within twenty-four business hours of receipt.
Provides New Client Start-Up Assistance and Onboarding of new partners including submission and testing of programming items.
Send Pre-Drive survey to prepare for upcoming drive and completion of tasks related to survey results.
Acting as the primary point of contact or public relations representative of ACD, overseeing client relations/operations/strategies and ensuring short- and long-term projects or activities get completed in a timely manner while ensuring our average weighted grade is kept at 18points or below weekly.
Ensuring client expectations are set appropriately and needs are met; continually checking the “pulse” of accounts to aid client retention and support company growth.
Cultivate and maintain positive, professional inter-departmental relationships, communicate client needs professionally to facilitate completion and buy-in of client deliverables and follow up accordingly to achieve the best possible client and company result.
Performs other duties as assigned by management