Account Resources Supervisor

Company: Perfect 10

Updated: 3/29/2013


To learn more about Perfect 10 and to submit your resume, visit us online at: Select Career Opportunities to view all positions. POSITION SUMMARY Supervise the daily activities of the Account Resources and Receptionist team and manage specific quality and performance goals within departmental guidelines, policies, and procedures. Assist in the implementation and training of new strategies, processes, and procedures necessary to meet established goals to provide excellent customer service. Oversee Perfect 10 and various related program requirements necessary for new account processing, activation payment processing, and customer training events. ESSENTIAL FUNCTIONS Reasonable Accommodations Statement To perform this job successfully, an individual must be able to perform each essential function and basic duty satisfactorily. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions and basic duties. Essential Functions Statement(s) * Supervise day-to-day activities and leadership of the team to ensure smooth work flow and to achieve predetermined goals. * Reconcile employee time, monitor non-exempt employee time cards to ensure accuracy, and track attendance. * Assist in process improvements, implementation and documentation with the goal to improve processes and procedures in application processing and account management techniques. * Make recommendations to implement application entry, one-step solutions for customer escalations, and Sales and Use Tax audit processes to improve effectiveness and results. * Negotiate solutions and act as a liaison between team members and management. Identify and analyze escalated problems and provide guidance to team members for resolution. * Enforce Perfect 10 and departmental policies, initiatives, and objectives. Perform various Human Resource activities such as analyzing department staffing needs, interviewing candidates to make recommendations for hiring, and conduct counseling meetings as needed. * Monitor and evaluate the performance of the Account Resources and Receptionist team to ensure consistency, accuracy and timeliness of application processing, problem resolution, time to answer calls, and account audits. * Process dealer commissions and payments on program activations. Research commission issues and provide instruction to customers. * Supervise the planning and coordination of training events including handling the scheduling and logistics. Work with outside vendors to schedule events and gather event details. * Provide step-by-step training instructions to customers on the use of several web-based applications used to monitor account status, payments, invoices, activation status, and product detail. * Oversee Company incoming and outgoing USPS mail and parcels. Delivers mail to the United States Post Office facilities as required. * Develop and maintain positive working relationships with other team members throughout the organization. * Regular and prompt attendance at work is a requirement of this position. Education * High School Graduate or General Education Degree (GED); and * Associates degree in business or business related field or equivalent work experience required. Experience * Two to four years related experience in a fast-paced customer service role. * Previous knowledge of customer service policies, procedures, and regulations in a business to business environment is helpful; and * Two to four years experience in a supervisory capacity in a customer service environment managing multiple non-exempt level employees. Computer Skills * Computer literate in a Microsoft Windows environment. * Microsoft Outlook – Intermediate level. Must have the ability to perform functions such as composing, sending, forwarding and replying to messages, attaching computerized files, utilizing calendar and task reminders, viewing several calendars, sharing calendars, creating and sending meeting requests, and creating contact lists. * Microsoft Excel – Intermediate level. Must have the ability to perform functions such as creating a spreadsheet, formatting a spreadsheet, using the formula bar to perform various functions, importing/exporting documents, and calculating numbers. * Microsoft Word – Intermediate level. Must have the ability to perform functions such as changing margin settings, page orientation, and paper size, insert headers, footers and non-text objects. * Internet Explorer or other web browsers – Basic level. Must have the ability to perform functions such as navigating through websites via hyperlinks and searching websites using various search engines and boomerang searches. * Working experience using Microsoft Dynamics AX Software is a plus. * Accurate 10-Key by touch, alphanumeric. * Accurate typing skills, approximately 30 words per minute. * General knowledge of how to use a calculator, scanner, copy machine, fax machine, printer, telephone and various standard office equipment. Certificates & Licenses * Valid driver’s license with a clean and satisfactory driving record * Valid auto insurance coverage Other Requirements * Proficient in intermediate mathematical skills such as adding, subtracting, dividing, multiplying using fractions, ratios and formulas. * Primary language used to perform this job is English. Bilingual in Spanish and/or French is a plus. To learn more about Perfect 10 and to submit your resume, visit us online at: Select Career Opportunities to view all positions.