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, our community and our technology and strive to provide work life balance, paired with professional growth for each of our employees. We provide an innovative benefit solution for our clients but that does not apply just to our clients. They extend to our team too!

• Competitive Benefits – FloresHR offers competitive medical, dental, and vision benefits for employees and their families. We also provide company funded HSA’s, Pre- and Post-tax 401k’s with a company match up to 5%, and other great benefits such as Life Insurance, Accident Insurance, Pet insurance, and more!
• Work Life Balance – We want all our team members to have time to focus on themselves and their families. We offer a Monday - Friday schedule, a generous vacation policy and a Life Balance Reimbursement Plan to support this.
• Community Involvement – We love to give back to our community, and we recognize that our team does too! We have a volunteer program in place to support our team members as they help the organizations’ they are passionate about.

Our Core Values & Diversity Focus

Our vision is to be the most admired benefits partner, and our core values and beliefs are:

• We believe in always doing the right thing.
• We believe that a remarkable service experience is possible.
• We believe in trusting one another as an operating philosophy.
• We believe that high performance teams deliver extraordinary results.
• We believe in building benefits technology that converts the complex to easy.
• We seek to empower, empathize, and respect our team members and our world.

FloresHR is proud to be an Equal Employment Opportunity employer. We do not discriminate based on race, color, creed, ancestry, national origin, citizenship, sex or gender (including pregnancy, childbirth, and pregnancy-related conditions), gender identity or expression (including transgender status), sexual orientation, marital status, religion, age, disability, genetic information, service in the military, or any other characteristic protected by applicable federal, state, or local laws and ordinances. We are committed to diversity and are committed to creating an inclusive environment for all employees. This is not intended to be an all-inclusive list of job related responsibilities and requirements.