Account Supervisor (White Glove Service)

Who are we?

At OKIN Process, a BPO provider, we take great pride in enhancing operations for our clients. As part of our team, you can look forward to a lively and dynamic atmosphere that prioritizes a people-first philosophy. We offer professional outsourcing solutions that help our clients focus on what distinguishes them in the market by supplying a wide array of front and back-office expertise and resources. We are the trusted partner for our clients in optimizing their business processes.

Job Description:

Job Type: Hourly

Pay: $45,760-$46,800 annually

Schedule: Day Shift, Monday-Friday, 10 AM-7 PM

Work Location: Hybrid (Onsite training for 6 weeks; 1-2 onsite dates per month after training)

Summary:

In the role of Account Management Supervisor, your responsibility is to oversee and motivate the Outreach and Loyalty teams, who are tasked with supporting account managers within our clients’ internal teams. Your team will closely collaborate with Marketing Sciences, Sales, Contract Management, and other stakeholders to analyze high-risk customers, playing a crucial role in reducing churn and safeguarding our revenue through exceptional communication and strategic engagement for Business Market and Public Sector customers. This position is vital for maintaining seamless account operations, supporting client relations, and fostering team success. Essential responsibilities for this white glove service include managing the team, tracking performance, solving problems, and ensuring effective communication with higher management. Flexibility is essential in this role to adapt to the changing demands of our business.

Key Responsibilities Include:

• Serving as a liaison between the account management support team, account managers, and other departments (e.g., Sales, IT, Operations)
• Assisting account managers with client onboarding, account maintenance, and issue resolution, including technical or account assistance. Handling escalated client issues and ensuring timely and effective communication with clients.
• Working collaboratively with the team and other departments to provide solutions to challenges
• Document customer interactions thoroughly using CRM tools to ensure alignment and visibility
• Knowledge of and adherence to telemarketing laws
• Supporting the onboarding experience and assisting new hires with acclimating to the company culture
• Supervising, mentoring, and coaching account management specialists. Assigning tasks, setting performance goals, conducting regular team meetings, and timekeeping.
• Providing training and development opportunities for new and existing team members to enhance their skills and knowledge in account management and related areas
• Tracking team performance against key metrics, identifying areas for improvement, and implementing strategies to enhance efficiency and customer satisfaction.

Soft Skills:

• Ability to convey information accurately and efficiently to both internal team members and external stakeholders, both verbally and in writing
• Ability to manage multiple priorities, meet deadlines, and maintain accurate records
• Adaptive to changing situations in a competitive market
• Ability to identify and resolve complex client issues and make sound decisions using strong analytical and problem-solving skills

Required Qualifications:

• White Glove Customer Service: 1-2 years
• Team Lead Experience: 3+ years
• Project Management: 2+ years
• Data Analytics: 2+ years
• Familiarity with CRM systems such as Salesforce or Workflow Manager (WFM), and tools like Microsoft Office
• Experience working in Loyalty/Retention programs with a high understanding and performance with loyalty tools such as Compass & Mysolutions
• Previous experience working in a Secure Workspace (SWS) type environment or white room (no pen, paper, mobile or electronic devices, etc.): 1+ years
• Ability to demonstrate a SWS-type environment from home office
• Satisfying the required internet speed of 50Mbps and the requirement of a direct connect modem or router (cannot operate on WIFI) for home office

Preferred Qualifications:

• Technical and Public Sector customer experience: 1+ years
• Experience troubleshooting hardware, software, applications, network, and device issues
• Experience in a similar role: 1+ years

Perks:

• The opportunity to work on a high-visibility program with real business impact.
• A hybrid work environment with flexibility after training completion.
• A culture that values collaboration, respect, and continual improvement.
• Growth opportunities in Q4 and beyond as the program evolves.
• Ability to cross-train and expand expertise across the Business and Public Sector lines of business.

Benefits:

• 401(k) matching (4%)
• On-Demand Pay
• Medical Insurance
• Dental Insurance
• Vision Insurance
• Disability Insurance
• Life Insurance
• Voluntary Benefits
• Employee Assistance Program
• Employee Discount Schedule
• Flexible Spending Account
• Life Insurance
• Paid Time Off
• Paid Training

This is a fantastic opportunity to join our company at a time of exciting growth and change. As an early member of our developing team, you'll be instrumental in achieving our next period of expansion. If you possess determination, motivation, and a strong desire to succeed, your achievements at OKIN Process will know no limits! Eager to know more? Become a part of our team!