Account Mgr. of Limited & Full Service Facilities

Recruitment #220513-E12A-I23

Introduction

Salary: $49,100.00/year
Work Location
:       Northeast District (Tulsa)
Working Title:         Account Manager of Limited and Full Service Facilities

Key Duties:
•Leads the day-to-day retail operations with Limited Service Facilities (LSF) and Full Service Facilities.
•Communicates with both small and large account bases to facilitate ongoing relationships.
•Oversight of limited service contract to ensure compliance.
•Monitors various customer service key performance indicators used to assess and manage daily operations.
•Maintains high customer service standards collecting and analyzing statistics to improve performance and compile reports.
•Assists in the identification and resolution of operating problems related to full service centers, scheduling, and process implementation.
•Handles client call escalations.
•Handles transponder inventories and reconciliation to ensure minimum quantities are maintained.
•Ensures continuous improvement of the customer experience both internal and external with monitoring face-to-face interactions and providing individual coaching.
•Acts as a liaison between Customer Service and the LSF’s; handles escalations of Customer Service account holders.
•Collaborates with management team to identify and analyze systems and processes for improvement to streamline the retail workflow.
•Establishes, implements, and maintains procedures for support requests and issues escalation to the Office of Management and Enterprise Services (OMES), Customer Service Division staff, local and long distance carriers and OTA staff.
 
Knowledge, Skills and Abilities:
•Knowledge of the methods of organization and management; of agency policies and procedures; of business communications; and customer service techniques.
•Ability to handle stressful situations with calm and courteous demeanor. Ability to handle multiple tasks with frequent interruptions. Strong organizational and people management skills. Excellent customer service skills.
•Ability to plan, direct and coordinate the activities of others; to analyze and resolve administrative issues; to communicate effectively, both orally and in writing; to analyze complex situations and adopt an appropriate course of action; and to work with a team.
•Proficient use of Microsoft Office which includes Word, Excel and Outlook, Power BI, and Call Center Software.

MINIMUM QUALIFICATIONS

Education and Experience requirements at this level consist of a bachelor’s degree and one year of professional or technical administrative* experience in business or public administration; or an equivalent combination of education and experience, substituting one year of qualifying experience for each year of the required education.  *Technical administrative experience would include highly complex clerical work gained under the direct supervision of professional supervisor or manager.  

70% time spent traveling in state with limited overnights. Valid Oklahoma driver’s license is required.

NOTES

Please read instructions carefully and include all required documents when you submit your application.

No additional information will be accepted after the application has been submitted.