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Account Associate Tier 5-25253

Halifax, NS
This position works as part of the service delivery team that is aligned to one or more customers. He/she will have a focus on the following:
• Delivery of service that meets the Service Level Agreements and delights the customer
• Supporting the achievement of productivity improvements
• Contributing to service transformation and business growth

SCOPE: The work undertaken by the role holder is completed in line with the Service Level Agreements and Statements of Work relevant for the customer.
Overview of Tier Responsibilities: These positions will have primary or secondary responsibility in any of the services within their tier. They will be responsible for delivering high standards of quality service. A high level overview of the major responsibilities for each level is as follows: Tier 5 - Supporting the operational team to achieve Service Level Agreements, financial month-end duties and take responsibility for the site operations in the manager’s absence

ESSENTIAL DUTIES: The following describes the main job duties by work area for the XS Account Associate Tier 5 Profile. Duties for a specific role may include - but are not limited to - these duties. Specific roles may also include duties from other tiers as a portion of their duties.
• Ensure customer issues and escalations are resolved or further escalated as appropriate
• Conduct quality checks on own and others work to ensure accuracy and required output is to standards
• Adhere to all safety procedures
• Perform backfill duties for absent coworkers
• Perform other duties as assigned by Manager
Service Delivery
• Coordinate the site service delivery processes: overseeing, prioritizing, assigning tasks to meet customer SLA requirements
• Complete month-end billing and financial reporting for the account
• Purchase supplies, print, etc. (P-card or P.O.)
• Perform month-end reconciliations (inventory, billing, third-party)
Peer Support
• Participate in the task specific coaching and on-site training of coworkers
• Provide peer performance feedback to the site operations manager if requested
• Perform Activity Tracking task reviews with coworkers as directed by the site operations manager, mentoring or escalating as appropriate
• Revenue Growth Work with the site operations manager to launch and roll out SARG (revenue growth) programs
Continuous Improvement
• Support site continuous improvement programs including 5S, a site efficiency methodology

• Proven ability to work under pressure handling multiple tasks to ensure timely completion of all activities
• Able to listen and communicate effectively
• Able to read, write and follow basic English instructions
• Ability to lift and move up to 50 pounds
• Basic accounting skills
• Proficient PC skills / Microsoft Office
• Excellent communication and Customer service skills
• Effective organizational skills
• Leadership skills to coach, train and mentor workgroup employees
• Profit focused and accountable for results, business and financial acumen an asset Good problem solving skills
• Results oriented

• College Diploma or business equivalent
• Health and safety certification (WHMIS)
• Experience in customer facing role / customer service role (3-5 years’ experience)
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