at Love's Travel Stops & Country Stores in Memphis, Tennessee, United States
Req ID: 238105
This position will be located at the corporate office in Memphis, TN
BASIC PURPOSE : The Account Manager assists the factoring clients with day-to-day requests and account management. The Account Manager acts as the main point of contact for clients and works closely with all other departments throughout the company to ensure issues are resolved and to maintain the best possible relationship with our clients. The Account Manager is responsible for enhancing the client experience, working to set clear expectations with all current clients, and training new clients on company policies and the client portal to ensure successful client relations and effective operations. This position includes extensive client contact.
+ Serve as the main point of contact for clients, answering and addressing incoming calls and emails from clients promptly and professionally and effectively resolving or escalating any issues.
+ Resolve client issues and requests by clarifying the client’s request; determining the cause of the issue, selecting and explaining the best solution to solve the issue; expediting correction or adjustment; and following up to ensure resolution.
+ Develop a keen understanding of our company’s processes, procedures, and policies in order to properly access clients’ needs, requests, and issues; use mirroring techniques to determine true need and identify proper problem resolution.
+ Work closely with the Sales, Processing, Credit, and other internal teams to ensure we resolve any client issues timely and maintain the best possible relationship with our clients by meeting and exceeding clients’ service expectations.
+ Provide a high level of service to and communicate effectively with internal departments and management to ensure clear expectations regarding company processes and procedures.
+ Develop positive client relationships by building client confidence and loyalty through client services centered on courtesy, friendliness, and responsiveness.
+ Conduct new client training to ensure proper training on the client portal and company products, services, and policies.
+ Provide timely feedback to the company regarding service failures and customer concerns.
+ Access opportunities for process improvement and obtain feedback from clients to assist in the process of continually improving the client experience and service levels; contribute to the resolution of future issues by sharing feedba
Love's Travel Stops & Country Stores
Memphis, Tennessee 38111