Account Specialist

At TWL Knowledge Group we develop, implement, and manage solutions to business problems through improved workforce performance.  Our offerings include industry specific content, communications technologies, assessments, and the platforms to deliver the solutions anywhere.  We currently have an outstanding opportunity for an Account Specialist to become a part of our Customer Care team.

 

Position Summary:

 

The Account Specialist position is an entry level sales and/or technical pre-sales position designed to produce Qualified Leads for the sales team in an outbound effort, and support inbound customer resolution calls.  At the same time, the Account Specialist is able to learn the products, processes and customers of the company so that they can transition into other departments preferable Sales or Implementation as determined by their individual progress. In general this position will report to the Director of Customer Care.

 

Position Responsibilities: Working an assigned lead generation project and reporting results back to Director of Customer Care. Calling and researching companies to gain interest in TWL products. Developing leads and relationships while gaining customer commitment to generate revenue. Managing specified Renewal or House accounts. Taking calls from the Customer Care Que as needed for problem resolution.

 

 

Position Accountabilities:

  Generate 10-20 qualified leads for sales team per week. Make 60-100 outbound calls per day. Maintain a renewal rate of 80% or better. Effectively assist customers in troubleshooting of satellite equipment, online learning systems, live events, and product delivery. Actively follow up with customers a week after call resolution to make sure their problem was effectively solved and that they are happy with our products and services. Proper documentation of both inbound and outbound call efforts.

 

Requirements:

 

·  Intermediate knowledge of a variety of Microsoft applications, including Excel, Word, Power Point, and Outlook.

·  Minimum 30 wpm typing with medium accuracy level.

·  Basic understanding of PC systems (Microsoft Explorer, Real Player, Windows Media)

·  Proven success in a customer support or account management role.

·  Excellent phone skills.

·  Able to prioritize multiple assignments and customers while adjusting activities as necessary with minimal input from others.

·  Strong attention to detail along with effective time management skills.

·  Must be self-motivated, goal-oriented, and able to work well in a team environment.  Must demonstrate a positive attitude, persistence, tenacity, and show initiative.

·  Sap experience a plus

·  Customer Call Center experience inbound and outbound is a plus.

·  Technical support experience is a plus

 

 

TWL Knowledge Group will offer a competitive salary and benefits package.  Please note we do not accept unsolicited resumes.  Job seekers who meet the position requirements and wish to be considered for this position may visit http://www.twlk.com  to post resume(s) for consideration.  Due to the number of resumes received only job seekers meeting our specific criteria will be contacted.  We are an Equal Opportunity Employer.