Senior Account Coordinator

Provides ongoing training and coaching to the Account Coordinators
Develop and deliver training to all new hires within the Support Services department
Measure and evaluate results of training using data collection tools to include internal surveys, interviews, focus groups and checklists
Assess the need for soft skill training along with the creation and implementation of the training
Manage knowledge base in SharePoint for Customer Support
Creates and maintains new Policies and Procedures
Leads process improvement initiatives
Develop and maintain a reference library of processes, procedures, tips and best practices
Monitors team performance (metrics and call quality) and supports the Customer Support Managers
Assure that team(s) meet all service metrics (i.e. productivity, timelines, quality, and field inventory levels)
Recommends changes to products, services, and support alignment to fulfill customer needs
Supports field sales with order processing, customer service (information gathering), and service delivery
Assures quality and timely patient fittings and follow-up visits uses feedback/results to drive training
Achieves all document collection and exception reduction goals
Manage customer (internal/external) relationships effectively
Provides feedback in the candidate selection process and makes recommendations for hiring
Performs all functions associated with the Account Coordinator Position (as needed)

About Aerotek: Aerotek, headquartered in Hanover, Md., is a leading provider of technical, professional and industrial staffing services. Established in 1983, Aerotek is an operating company of Allegis Group, the largest provider of staffing services in the U.S. Aerotek operates a network of more than 200 non-franchised offices throughout the U.S., Canada and Europe. For more information, visit aerotek.com. Aerotek is acting as an Employment Agency in relation to this vacancy.