Account Administration Specialist

M-F 8 - 4:30

$11.50/hr

Hoffman Estates, Illinois

Candidates must have the following skills: 

These positions are administrative in nature. Clearly a background in computer use and proficiency in technology is important, but at the end of the day these people will be required to complete basic, repetitive tasks. A typical helpdesk agent will probably not be very happy doing this work for long.

Account Administration Specialists support customers on a variety of account-related issues:  they create and delete accounts to various systems and applications; respond to telephone contacts, as well as other channels such as email, chat, web submits;  and meet all client specific Service Level Agreements, customer satisfaction goals,  and personal key performance indicators.

Within 30 days, master system and various scripts and scenarios.  Demonstrate to the trainer and/or management your ability to fully navigate create and properly route a ticket/incident, clearly document resolutions, and role play handling situations presented.

Learn client specific requirements of accounts you are assigned.  Pass written test with a score of 90% or above.  Retest for items missed.

Execute account administration activities with thehighest standards of accuracy. Accounts and access activities must match the original requests and be completed without compromising security of client systems.

Understand reports presented to clients and how your performance fits into those metrics.  Explain to Trainer.

Demonstrate PROFESSIONALISM in your use of telephone skills; script knowledge such as greeting, putting caller on hold, closing remarks; handling irate callers; transferring calls; specific language and terms relating to specific clients, etc.

Within 30 days, demonstrate your ability to access your personal key performance indicators (KPIs), and explain to trainer what your (KPIs) are and how you expect to achieve them.  Maintain and/or exceed these metrics on an on-going basis.

Performance is continually monitored for quality, phone etiquette, client specific requirements, customers satisfaction surveys, etc.