Account Services Representative (#ASCH040722)

TITLE: Account Services Representative

REPORTS TO: Account Services Manager

DEPARTMENT: Account Services - Chicago

PURPOSE OF POSITION:

To retain assigned clients through optimal client service, both in person and on the phone and to increase client billing by providing appropriate, innovative and effective media and creative strategies. This position serves a large number of mid-high volume clients.

This leadership position involves day-to-day work direction of assigned team member(s) and providing direction to the account service support staff as required. Provide input for performance appraisals of Associate Account
Coordinator(s)/Account Coordinator(s). Responsible for training, troubleshooting, directing workflow of ads and all support services for assigned clients in conjunction with the appropriate Account Manager and/or Account Services Manager.

Provides input and ideas to benefit the future growth and direction of the office, including obtaining new business referrals from existing clients.

GENERAL FUNCTIONS AND RESPONSIBILITIES:

Train and supervise team member(s) with direction/assistance from Account Services Manager to nurture them for growth.
Consults with clients and internal resources/staff and coordinates all aspects of projects to meet clients' needs/deadlines.
Provides both accurate and complete instructions to team members and creative staff.
Responsible for overall accuracy and correct placement of ads through effective communication with assigned team members. ASRs must thoroughly complete ad order forms prior to giving them to team member(s) for
assistance.
Maintain strong client/agency relationships and set standards for team members.
Maintain excellent communication and good working rapport with Account Manager and/or Account Services Manager regarding client activities, changes in client personnel, client follow through and general office operations.
Decision making: negotiates credits for media and agency errors and overall use of agency's resources to provide optimal client service with guidance from Account Manager and Account Services Manager as necessary.
Provide input on Client Service staffing, training and operational needs. This includes participating in applicant interviews and giving input to employee performance appraisals as requested by management.
Initiate new media and creative ideas on a pro-active basis with assistance of management as needed.
Involvement in new/existing business presentations as required.
Ensure accuracy of all assigned client billing from input through invoicing and works with team member(s) in resolving invoicing questions/problems/question memos, etc. This includes sending completed Invoice Control Sheets to Chicago in a timely manner.
Ensures timely processing of all paperwork and administrative functions, including but not limited to: Client Start Forms, media contracts, logo digitization, changes to client/mailing lists, collections for assigned
clients.
Develop of media plans for assigned clients and assist in development of media and industry files.
Act as role model to help create an environment that is productive and where people are motivated and empowered to do their best and where clients are given consistent top notch service. Includes active participation in staff meetings and training sessions.
Maintain good working relationships with all personnel in other offices.
Contribute to the overall effectiveness of the Account Services Team.
Other duties as assigned.

RELATIONSHIPS:

Interacts with all levels internally emphasizing internal and external client satisfaction. This includes awareness of workload of entire Account Services Team and willingness to offer assistance without being asked. Interacts externally with clients, media and other vendors to ensure client satisfaction.

MEASURES OF PERFORMANCE:

Ability to retain and build client relationships by providing total client satisfaction.
Ability and willingness to contribute to the entire team effort.
Ability to increase client billings by providing appropriate recommendations.
Demonstrated understanding/knowledge of media and clients and their industries.
Accuracy of data entry and media rates resulting in minimal question memos.
Ability to handle a high volume of client activity, deadline pressure and ad volume while ensuring that assigned team member(s) are meeting their responsibilities.
Ability to properly, fairly and clearly communicate with individuals at all levels in a positive, constructive manner.
Strong decision making and negotiating skills.
Low agency error rate on assigned clients.
Willingness to learn and advance.

KNOWLEDGE/SKILLS REQUIRED:

Advertising/Liberal Arts/Associate degree strongly preferred.
At least 1 year of account executive level agency or media sales or related experience.
Ability to work independently on small clients and on medium/large clients with guidance from Account Manager.
Understanding of the human resources function preferred.
An understanding of the account services workflow/responsibilities.
Superior communication, organization and analytical skills coupled with a pleasant, assertive personality.
Working knowledge of Word,Excel.
Ability to prioritize and work well under pressure with constant interruptions.
Strong organization detail and decision making skills.
Ability to work both independently and as part of a team.
Valid driver's license and vehicle as needed for client calls.

SCOPE AND IMPACT OF POSITION RESPONSIBILITIES:

This position is held accountable for maintaining strong client/agency and agency/media relationships by providing total customer satisfaction to all clients. This includes working with managers and keeping them informed of opportunities and/or potential problems. Responsible for maintaining team relationships and training/supervision of assigned team with goals of developing staff and increasing client billing.