Account Representative

Overview

BI is one of the leading technology companies in Boulder, Colorado and the largest provider of innovative electronic monitoring solutions in the United States. We excel at proving technological solutions to over 1,000 agencies nationwide and allowing those agencies to fulfill their missions without worrying about the technical complexities.

Responsibilities

Summary

The Account Representative provides close, continuous support of the TX TDCJ account through on-site technical support, report analysis, programmatic assistance and guidance. Serves as the liaison for all aspects of contract compliance and performance.

Primary Duties and Responsibilities

• The Account Representative meets with the Administrator on a formal and informal basis to determine the overall health of the program and needs of the Department.
• Primary point of contact for technical issues; equipment and software.
• Analyzes, summarizes, and provides weekly and monthly reports to the Administrator and Department as appropriate to include:
  • Identifies and reports problem areas related to the overall program and individual regions.
  • Provides recommendations to resolve identified problem areas and proactively work with the Administrator to develop and implement appropriate strategies to resolve.
  • Meets proactively with Regional Managers as appropriate to understand program health for their area of responsibility, address problem areas, and provide recommended solutions. Reports meeting topics and outcomes to the Administrator.
• Provides programmatic assistance to Administrators and Regional Managers by receiving and documenting programmatic updates and needs, coordinating retrieval of historical information for court purposes, and keeping the Administrator informed of all interactions.
• Provides advanced level report training Administrators as appropriate and as it relates to their area of responsibility.
• Proactively identifies training needs for Department staff and report these items to the Administrator. Provides Department training as needed to include new staff and refresher trainings.
• Attend any court hearings, preliminary hearings and revocation hearings if compelled at no cost to the Department.
• Places all equipment orders and RMA’s for returned equipment. Inspects all equipment to ensure functionality for usage or return for service. Transfer equipment as needed to provide to statewide offices.
• Provides 24/7 on-call availability to address TX TDCJ emergencies or unforeseen events related to the program.
• Stays abreast of TX TDCJ policy and procedures.
• Assists with billing-related administrative issues and price correction work in conjunction with Accounts Receivable.
• Attends specified trade shows and Company events to assist the Sales team
• Performs other duties as assigned.

Qualifications

Minimum Requirements

• Bachelor’s Degree in Criminal Justice or related field or equivalent work experience.
• At least three years of experience in customer support or training.
• Valid state driver’s license and the ability to safely operate a motor vehicle required for travel to customer sites.
• Full time resident of Texas.
• Basic experience with the criminal justice system preferred.
• Bilingual Spanish and English preferred.
• Basic knowledge of Company products and services preferred.
• Excellent oral and written communication skills with internal and external contacts at all levels.
• Excellent interpersonal skills.
• Excellent customer service skills.
• Strong presentation skills
• Problem solving ability.
• Strong analytical skills.
• Ability to handle multiple tasks simultaneously and prioritize appropriately.
• Strong computer skills with solid knowledge of MS Excel.
• Ability to work with computers and the necessary software typically used by the department.

Working Conditions: Encountered on a regular basis as part of the work this job performs.

• Office environment.
• Extensive travel within the state of Texas required.

BI Incorporated