Account Representative (Remote)

Job Summary

The Account Representative is the primary point of contact for the contact center’s Intake Manager and clients, including law firms. This role focuses on client relationship management and sales, ensuring efficient lead handling and maximizing conversions. The Account Representative works closely with internal teams to maintain high client satisfaction, identify sales opportunities, and support business growth.

Responsibilities

Client Relationship Management:

• Act as primary liaison between the contact center and clients, overseeing client onboarding as well as maintaining ongoing relationships.
• Build and maintain strong, long-term relationships with clients, ensuring high levels of satisfaction.
• Regularly communicate with clients to understand their needs, address concerns, and update them on performance metrics.
• Schedule and attend client meetings to provide updates on lead management, intake processes, and results.
• Serve as the first point of contact for any issues or concerns raised by clients regarding the intake process, escalating critical issues to the Intake Manager as needed.

Sales and Business Development:

• Identify and pursue sales opportunities by promoting additional services and upselling relevant offerings.
• Follow up on leads to nurture prospects and guide them toward conversion.
• Collaborate with marketing to align sales strategies with lead-generation efforts and optimize client acquisition.

Service and Intake Oversight:

• Coordinate intake processes with the team to ensure a seamless experience for new clients.
• Monitor and analyze lead conversion metrics, identifying areas for improvement to boost performance.
• Support compliance with service level agreements and maintain service standards.

Reporting and Insights:

• Provide clients and internal teams with regular performance reports, focusing on lead conversion rates and intake quality.
• Use data insights to recommend strategies for improving client acquisition and retention.

Required Skills and Abilities:

• Strong communication and interpersonal skills, with the ability to effectively engage with both internal teams and external clients.
• Exceptional problem-solving and organizational skills.
• Proficiency in reporting and data analysis.
• Proficiency in CRM software and intake management systems.
• Familiarity with Google Workspace or similar.
• Familiarity with project management software such as ClickUp is a plus.

Required Education and Experience

• Bachelor's degree in Business, Communications, or a related field (or equivalent work experience).
• 2 years of experience in client relationship management, account management, or a similar role, preferably in a contact center or legal environment.

Physical Demands

• Extended periods of desk-based work involving continuous sitting and computer usage
• Repetitive movements of wrists and hands during tasks
  

ADA Compliance:

We are committed to providing reasonable accommodations to individuals with disabilities during the recruitment and selection process. If you require an accommodation, please notify us in advance so that we can make the necessary arrangements. As an Equal Opportunity Employer, we value diversity and foster an inclusive work environment where all employees are treated with respect and dignity.

This job description is intended to convey information essential to understanding the scope of the role at Johnson Firm. It is not intended to be an exhaustive list of all responsibilities, duties, skills, or qualifications associated with the position. Job duties may be subject to change, and other duties may be assigned as needed.

Salary : $45,000 - $60,000