What are the responsibilities and job description for the Account Support Coordinator II position at CorVel Corporation?
The Account Support Coordinator works closely with Account Managers and departmental leadership to support customer accounts; this role seeks to understand challenges faced by both the customer and internal processes and helps to identify mutually advantageous resolutions. Assists Account Managers run and interpret reports on customer account data and metrics. Attends client meetings and works to resolve complex issues on client accounts.
ESSENTIAL FUNCTIONS & RESPONSIBILITIES :
- Attends meetings virtually and in person to assist department and Account Manager as needed to build and maintain positive relationships by ensuring customer’s needs are met
- Monitor and analyze the key performance indicators (KPIs) of the account, such as call volume, service level, customer satisfaction.
- Utilize various tools and systems to generate reports, identify trends, and provide feedback and recommendations to improve the account's performance.
- Coordinate with other departments, such as quality assurance, training, and IT, to resolve any issues or implement any changes that affect the account
- Assists and improves customer service by researching inquiries, managing customers account information, and manually updating service instructions and workflows.
- Answers and responds to Account Manager's inquiries about customer accounts, resolves account issues and escalates high priority issues to IT.
- Engage in customer support activities for escalated inquiries, including high priority, high complexity, or account security breaches.
- Compile and analyze customer feedback to make recommendations on improvements to customer service operations.
- Demonstrates product or services and assists in the best application of Intake products or services.
- Provides and instructs on how to pull reports and analytics to demonstrate Intake service metrics to assist Account Managers when needed.
- Additional projects and duties as assigned
KNOWLEDGE & SKILLS :
EDUCATION & EXPERIENCE :
PAY RANGE :
CorVel uses a market based approach to pay and our salary ranges may vary depending on your location. Pay rates are established taking into account the following factors : federal, state, and local minimum wage requirements, the geographic location differential, job-related skills, experience, qualifications, internal employee equity, and market conditions. Our ranges may be modified at any time.
For leveled roles (I, II, III, Senior, Lead, etc.) new hires may be slotted into a different level, either up or down, based on assessment during interview process taking into consideration experience, qualifications, and overall fit for the role. The level may impact the salary range and these adjustments would be clarified during the offer process.
Pay Range : $21.63 - $32.31 per hour
A list of our benefit offerings can be found on our CorVel website : CorVel Careers | Opportunities in Risk Management
In general, our opportunities will be posted for up to 1 year from date of posting, or until we have selected candidate(s) to fulfill the opening, whichever comes first.
About CorVel
CorVel, a certified Great Place to Work® Company, is a national provider of industry-leading risk management solutions for the workers’ compensation, auto, health and disability management industries. CorVel was founded in 1987 and has been publicly traded on the NASDAQ stock exchange since 1991. Our continual investment in human capital and technology enable us to deliver the most innovative and integrated solutions to our clients. We are a stable and growing company with a strong, supportive culture and plenty of career advancement opportunities. Over 4,000 people working across the United States embrace our core values of Accountability, Commitment, Excellence, Integrity and Teamwork (ACE-IT!).
A comprehensive benefits package is available for full-time regular employees and includes Medical (HDHP) w / Pharmacy, Dental, Vision, Long Term Disability, Health Savings Account, Flexible Spending Account Options, Life Insurance, Accident Insurance, Critical Illness Insurance, Pre-paid Legal Insurance, Parking and Transit FSA accounts, 401K, ROTH 401K, and paid time off.
CorVel is an Equal Opportunity Employer, drug free workplace, and complies with ADA regulations as applicable.
LI-Hybrid
Salary : $22 - $32
