Account Support Coordinator II

The Account Support Coordinator works closely with Account Managers and departmental leadership to support customer accounts; this role seeks to understand challenges faced by both the customer and internal processes and helps to identify mutually advantageous resolutions. Assists Account Managers run and interpret reports on customer account data and metrics. Attends client meetings and works to resolve complex issues on client accounts.

This is a hybrid role.

• Attends meetings virtually and in person to assist department and Account Manager as needed to build and maintain positive relationships by ensuring customer’s needs are met
• Monitor and analyze the key performance indicators (KPIs) of the account, such as call volume, service level, customer satisfaction.
• Utilize various tools and systems to generate reports, identify trends, and provide feedback and recommendations to improve the account's performance.
• Coordinate with other departments, such as quality assurance, training, and IT, to resolve any issues or implement any changes that affect the account
• Assists and improves customer service by researching inquiries, managing customers account information, and manually updating service instructions and workflows.
• Answers and responds to Account Manager's inquiries about customer accounts, resolves account issues and escalates high priority issues to IT.
• Engage in customer support activities for escalated inquiries, including high priority, high complexity, or account security breaches.
• Compile and analyze customer feedback to make recommendations on improvements to customer service operations.
• Demonstrates product or services and assists in the best application of Intake products or services.
• Provides and instructs on how to pull reports and analytics to demonstrate Intake service metrics to assist Account Managers when needed.
• Additional projects and duties as assigned

• Experience in a fast-paced technology driven business environment supporting and interacting with multiple platforms and senior levels of management is needed. Strong working knowledge of the workers compensation industry, or equivalent experience with claims processing, bill processing, or managed care environments is encouraged
• A Strong working knowledge of enterprise technologies such as networks, windows (server and desktop) and other technologies that are in use in field operations
• Strong trouble shooting/problem resolution skills
• Strong project management and implementation
• Strong ability to interact with customers, often under negative circumstances, but have the ability to win them over and communicate technology issues in a business way
• Utilize knowledge of the customer and operations environments to advise senior business leaders, sales organizations, and operations organizations
• Ability to participate in complex problem-solving situations
• Must have sufficient technical depth to communicate with development and other internal organizations at a peer level as well as convey technical concepts to non-technical individuals
• Able to interpret the meaning of information for others; can translate or explain what information means and how it can be used
• Able to identify information by categorizing, estimating, recognizing differences or similarities, and detecting changes in circumstances or events

• Requires a bachelor’s degree with at least 5 years of related experience (experience can be used to substitute for the degree).
• Familiar with a variety of technology concepts, practices, and procedures.
• Demonstrated technical competence with Microsoft Technologies, including messaging, collaboration, and database
• Demonstrated business competence with Cor Vel core applications, which include, but are not limited to, Med Check, CareMC, and Claimline is preferred.
• Experience working as part of a project team performing major IT rollouts, implementations and migrations, particularly in a virtual environment
• Strong technical writing skills and the ability to effectively communicate with customer managers on technical and business issues
• Strong organizational, time management, and…