Account Management Administrator

Description

Job Title: Account Management Administrator

Job Type: FT

Location: 5 days in office (Charlotte, NC)  

Job Summary

We are passionate about our clients having a great experience and this also applies to our team and our future team members. Building a remarkable team is a top-level company priority. The Account Management Administrator will bring a strong blend of analytical, operational, and administrative expertise. Proven ability to support account teams through data analysis, reporting, and process optimization while ensuring seamless day-to-day office operations.

This role is ideal for someone who thrives in a fast paced environment, enjoys problem solving, and excels at keeping teams coordinated and informed. The Account Management Administrator will report to the VP of Account Management.

What You’ll Do

Analytics & Administration

• Manage and triage CRM case queues, ensuring timely resolution, reassignment, and accurate. 
• Support Account Management through task coordination, document processing, and client data maintenance.
• Track and report on performance metrics, including case activity, call quality, and service levels.
• Conduct call calibrations and assist with quality assurance initiatives.
• Partner with Claims and Account teams to ensure accurate, complete documentation and smooth workflows.
• Prepare client reporting, including performance guarantee metrics and system-generated insights. 
• Monitor shared inboxes and support client and broker communications as needed.

Office & Operational Management

• Oversee and support day-to-day office operations to ensure a smooth, organized, and welcoming environment.
• Manage office supplies, placing orders as needed.
• Receive and sort incoming office mail and deliveries and manage outgoing mail/FedEx packages.
• Ensure office policies and procedures are implemented and followed appropriately.
• Identify opportunities for process and office management improvements and implement solutions.
• Support office moves, workspace changes, and evolving workplace needs (including hybrid/remote transitions).
• Maintain office common areas and ensure a professional and functional workspace.
• Own and maintain emergency action plans and coordinate drills as needed.
• Perform other duties as assigned.
• Maintain quality work that exemplifies and promotes the company’s core values.

Requirements

Who You Are

• An individual that understands the value of providing a high level of customer service.
• An individual who is hyper focused on excellent service turnaround times.
• An individual with 1+ years’ experience in account management support, administrative operations, business analysis, or a similar role. 
• Strong organizational and office management skills, including calendar coordination, document management, and process improvement.
• Proficiency in Microsoft office including Excel, familiarity with reporting tools is a plus.
• A qualified candidate who possesses above average analytical and problem-solving skills with experience in data tracking, reporting, and performance analysis.
• An individual who is self-motivated, proactive, and able to work both independently. 
• Preferred associate or bachelor’s degree but not required.
• A collaborative peer who can empower teammates to grow personally and professionally.
• A detail orientated individual with strong organizational and prioritizing skills, and the ability to be flexible and multi-task in a collaborative environment.
• Someone with strong interpersonal skills who understands that our business objective is to provide superior customer service and can handle conflict in a professional manner.

Work Environment

FloresHR’s standard work hours are Monday through Friday, 8:30 a.m. to 5 p.m. ET with an hour lunch. Roles may be approved for other schedules by managers. This role operates in a professional office environment based out of our Charlotte office (off West Morehead) (5 days in office). This role is mostly sedentary and consists of prolonged periods sitting at a desk and working on a computer. This role also utilizes other tools such as a phone, copy machine, and printer. Common programs often used are Outlook, Word, and Excel. This position frequently communicates with FloresHR team members and candidates and must be able to exchange accurate information clearly in these situations.
 

How We Support Our Team

At FloresHR, we invest in our people,