• Conduct monthly one-on-one sessions with Account Specialists to review monthly service metrics and to provide performance feedback
• Monitor team and individual service metrics weekly and monthly
• If results are below target, develop and implement plans for improvement
• Provide weekly report of activities on the above to the Manager
• Prepare and deliver semi-annual performance evaluations; recommend annual salary increases and bonus amounts; and communicate to employees
• Work with Account Specialists to develop plans for continuous improvement through training and other career development opportunities
• Coach and motivate employees to succeed in current role
• Work with Manager to develop and execute disciplinary action when necessary.
• Hire and on-board new Account Specialists
• Manage documentation of policies and procedures, ensuring that they are current and communicate changes to team in a timely manner
• Provide timely direction to employees regarding operational issues as they arise and develop and implement ad hoc temporary processes and procedures
• May be required to perform other related duties as assigned

What You Bring to The Team:

• BA degree or equivalent with minimum 3 years of experience. Prior experience leading or supervising employees preferred.
• Interpersonal, verbal and written communications skills
• Analytical and decision-making skills with the ability to think through complex issues
• Proficient in Microsoft Word, Excel, Outlook
• Software knowledge: DCS, SharePoint, SalesForce, CURE, SAP and Cisco phone system
• Knowledge of Accounts Receivable concepts for deduction resolution
• Attention to detail
• Organizational prioritization skills
• Ability to multi-task
• Ability to work in a team environment as well as independently with limited supervision
• Product knowledge
• Problem resolution and negotiation skills
• Listening skills
• Relationship building skills with internal external customers
• Working knowledge of SAP or ERP systems
• Manages a staff of 6 - 10 salary employees, sets direction and deploys resources. Responsible for performance evaluations, pay reviews, hiring and terminating.
• Minimal travel required (0 - 10 days per year)
• Work environment is typical of an office setting