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Agent Operations Specialist

Job Location: TX - San Antonio

Regional Description: Southwest

Job Number: 00611781

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- Job description

As a member of our Agent Operations team, you will learn the intricacies of the business operations of teams that are coming on board to our client and develop a strategy for how to integrate them.  You will ensure that agents have a great experience as they join and assimilate with the client, working with leaders across each department to ensure that all are equipped to serve the requirements of the new team. You will be responsible for the transition of incoming agents, ensuring they’re trained in all client systems and practices, and have the unique opportunity to improve existing processes as the client expands into new markets.

 

Responsibilities will include the following:

  • Ensure confidential and comprehensive preparation for First Day, First Week, and First 90 days for agents
  • Prepare and process new agent transfer paperwork and new agent orientation materials and lead First Day agent onboarding
  • Deliver group and personal training sessions for agents
  • Lead presentations and agent training sessions on our innovative proprietary technology and other key tools and platforms
  • Collect feedback and insights from agents, and share with product experts who can identify patterns and themes
  • Earn the trust of agents as you offer guidance, knowledge, and product tips
  • Serve as concierge to effectively coordinate with other departments regarding their involvement in the transition process for new agent
  • Supplement ongoing systems and IT training and provide support for agents
  • Promptly field incoming requests from agents and ensure that issues are resolved both promptly and thoroughly, with a strong customer-service mindset
  • Monitor agent satisfaction with onboarding and support processes while tracking learning and comfort level
  • Constantly iterate and improve client onboarding processes and effectively keep the organization abreast of improvements

Job Requirement

  • This role requires 75% domestic travel
  • Typically Monday to Friday for 3 weeks at a time
  • Training and project timelines may require travel closer to 100% at times

Basic Qualifications:  

  • Bachelor's degree
  • Minimum of two years of experience in a client-facing environment in one or more of the following:
    • Customer Service
    • Account Management
    • Sales
    • Training
    • Event Management

Preferred Qualifications

  • Work experience in real estate, or, hospitality industries [Onboarding, Customer Success (i.e. Customer service), or relevant field preferred (e.g. Mobile phone store, tech support at a mobile phone store)
  • Proficient in Apple products and Google systems
  • Impeccable attention to detail and problem-solving skills
  • Strong written and verbal communication including public speaking
  • Highly organized with ability to multi-task and handle multiple deadlines simultaneously
  • Comfortable in a fast-paced, ever-changing environment
  • Continuous desire to improve existing processes
  • Self-starter attitude and ability to exercise judgment and problem-solve with minimal supervision

 

Professional Skill Requirements

  • Proven success in contributing to a team-oriented environment
  • Proven ability to work creatively and analytically in a problem-solving environment
  • Excellent leadership, communication (written and oral) and interpersonal skills
  • Ability to maintain composure and customer focus while troubleshooting and problem solving technical issues for agents
  • Self-motivated and resourceful, with an ability to operate fairly independently
  • Outstanding organizational and time management skills with the ability to balance multiple tasks and projects simultaneously, with an eye for prioritization
  • Product and technical training experience (preferably in both group and one-on-one settings)
  • Enjoy working with people and a genuine desire to help others

 

 

Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration.

 

Accenture is a Federal Contractor and an EEO and Affirmative Action Employer of Females/Minorities/Veterans/Individuals with Disabilities.

 

 

Equal Employment Opportunity

 

All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status,

sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.

 

 

Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.

 

 

Accenture is committed to providing veteran employment opportunities to our service men and women

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