Account Representative

Job Title:  Account Representative 

Status: Temporary, Full time (Union position)
Hours: 35 Hours/Week
Schedule: Monday to Friday (9.15 AM to 4.45 PM)
Grid:  12
Rate: $29.17 - $33.49/hr (Starting at $29.17)

Start Date: ASAP
End Date: March 31, 2025 (or until return of incumbent) 

Date Posted: September 3, 2024
Closing Date: Open Until Filled

Please note that internal applicants must apply by September 9, 2024. Internal applications received after this date will not be considered as internal and seniority will not apply. Position will remain open until filled.

The Opportunity: 

The Account Representative is responsible for establishing and maintaining relationships with key accounts, providing customer service and ensuring contract staff are scheduled as required.

The key areas of responsibility are:

• Previous call center or reception role experience;
• Must speak another language. For assistance with translations and/or interpretation;
• We prefer candidates who have experience with being an interpreter or translator in the past;
• Interpretation and translation knowledge is a must;
• Detailed oriented and HIGH multi-tasking skills;
• Establish, maintain and grow account relationships with key customers including sales and outreach;
• Manage and resolve customer complaints and service issues;
• Conduct on-going communications and marketing programs with key assigned accounts;
• Process and manage customer accounts and related transactions in the CRM system;
• Process and manage accounts receivable and accounts payable functions;
• Process and manage analytics and performance metrics from the CRM system, provide monthly reports and statistics;
• Receive requests for interpretation and translation services, schedule and assign contract staff for fulfillment;
• Maintain intake, evaluation, record keeping and requisitions;
• Order and maintain supplies for the Interpretation program;
• Keep records of materials expenditures, bills, and claim forms, and monitor day-to-day accounting to facilitate conformance to the program budget;
• Support the delivery of training and orientation sessions to interpreters and translators;
• Give information to the public regarding the services of the Society;
• Ensure new interpreters’ and translators’ files are complete;
• Provide telephone reception duties including public inquiries regarding programs and direct calls appropriately;
• Adhere to Policies and Procedures and Personnel Policies, Procedures and Practices of the Society;
• Attend and/or assist in organizing program events;
• Perform other related duties as directed by the manager.

Qualified candidates will possess:

• Minimum of one year of experience in an intensive call center operation;
• Minimum of one year of experience in an account representative role in a sales and fulfillment function;
• Extensive experience in financial systems including accounts receivable, accounts payable, invoicing and collections;
• Post- Secondary college level education with completed certificate in a program incustomer service and/or business administration or sales;
• Minimum of three years’ recent experience in a customer service related role;
• Extensive experience in working with Customer Relationship Management (CRM)database systems;
• Highly professional telephone manners, interpersonal skills, excellent organizational and time management skills;
• Experience in community interpreting, dispatch and customer request fulfillment.
• Experience in customer service, sales and call center operations;
• Fluent in oral and written English and fluent in an additional language;
• Ability to work well with volunteers, public, and staff from diverse cultural backgrounds;
• Ability to maintain billing and record-keeping systems;
• Strong background and experience with financial systems and accounting processes and procedures;
• High proficiency with computers, including Word, Excel, Access, ACCPACC and CRM database systems;
• Typing speed: 50 words per minute.

 A Criminal Record Check is a requirement of employment.