Account Specialist Tier (Remote)

Position: Account Specialist Tier 3

Hours: Monday – Friday, variable/rotating shifts

Location: Remote with occasional visits to Head Office in Ayr, ON

Contract: Full-Time Permanent

DriverCheck is growing!

Are you a creative genius? Are you a passionate, dedicated, smart, self-aware and detail focused individual? Then we need you on our team!

We are seeking a, Account Specialist – Tier 3 to become an important member of our team. This position plays an important role in the overall success of the organization and requires professionalism, accuracy, the ability to thrive in a fast-paced environment and flexibility in working hours.

As Canada’s Fitness for Duty experts, DriverCheck’s top priority is the safety of our client’s staff and workplace. Founded in 1996, DriverCheck is the leading provider of workplace medical testing and assessments in the country serving over 6,400 employers in a variety of industries including transportation, oil & gas, mining, construction, medical and forestry. DriverCheck conducts over 250,000 medical tests annually, offering alcohol and drug testing, occupational health services, fatigue management, and injury management programs.

As an Account Specialist – Tier 3, individuals are responsible for maintaining relationships with DriverCheck’s clients; managing their Clearinghouse and general requests related to all other accounts; providing support; and educating on industry related topics. The Account Specialist team acts as the single point of contact for a client, taking full responsibility for the request, and working with any applicable internal departments. Some examples include, investigating concerns, new service requests, changes to the account.

Account Specialist – Tier 3. Individuals are responsible for maintaining relationships with DriverCheck’s clients; managing their accounts as a shared book-of-business, providing support; and educating on industry related topics. The Account Specialist – Tier 3 acts as the single point of contact for a specific book-of-business clients, taking full responsibility for the request, and working with any applicable internal departments. Some examples include, investigating concerns, new service requests, changes to the account. Additional set up complexity and resolving escalations or challenges related to their own book-of-business along with supporting both the Account Specialist tier 1 & 2 and Account Managers on complex projects. Additionally, the Tier 3 team will provide general, as needed, support for the AM BoB as required. On-boarding activities for specific accounts as required. Involvement in special projects as required.

Operational Functions

• Ability to multi-task, organize and prioritize tasks to meet deadlines in a fast-paced environment
• Ability to work independently and in conjunction with team members and other internal departments
• Contribute and participate in companywide initiatives and projects
• Strong communication skills, both with clients and staff (verbal and written)
• Ability to problem-solve an issue to determine root cause analysis and mitigation plan
• Ability to think ‘outside the box’
• Positive attitude
• Client focused
• Detail oriented and thorough
• Results oriented, strive to achieve high levels of individual and organizational performance
• Ability to learn technical aspects of in-house software (i.e. building and utilizing queries in a database)
• Proficient in MS Word, Excel, PowerPoint, Teams, SharePoint, CRM software
• Diligent, flexible and adaptable

Department Specific Functions

• Serve as the single point of contact for client requests
• Managing inboxes, phone queues, or any other channels that come to the Client Support Department to provide timely responses to clients
• Work with Sales Consultants to set-up and onboard new clients
• Assist clients in managing/updating their business accounts and testing requirements
• Act as a liaison between the client and DriverCheck’s internal departments to resolve issues or concerns and to determine mitigation plans
• Initiate, organize, attend, and participate in meetings both internally and externally. This could involve in-person meetings.
• Troubleshoot and educate clients on DriverCheck’s in-house software
• Perform client demos on DriverCheck’s in-house software
• Provide clients with education as well as information on new service offerings, and industry and regulation changes
• Provide support, documentation and reports to clients who are undergoing an audit
• Build relationships with clients and contribute to providing an iconic customer experience
• Opportunities to attend external functions (i.e. tradeshows, golf tournaments) to network with companies
• Completion of account logs and dashboards (Tier-3)
• On-boarding participation on specific clients (Tier-3)
• Live support and demonstrations of ClientView to grow adoption
• Other job duties as may be assigned

Health and Safety

• Demonstrate commitment to health and safety;
• Set a standard of performance and behaviour (lead by example);
• Communicate expectations for health and safety to co-workers;
• Promote health and safety awareness;
• Ensure training needs are identified and met;
• Instruct workers in safe procedures and practices;
• Correct unsafe practices or conditions;
• Ensure workers are aware of hazards and are trained to perform their job safely;
• Enforce health and safety standards and positively reinforce good behaviour;
• Other job duties as may be assigned

What you need to be successful in the role:

• Excellent communication skills both verbal and written
• Excellent listening skills
• Superior attention to detail and accuracy
• Excellent problem-solving skills
• Customer service focused, experience with customer service considered an asset
• Ability to multi-task, organize and prioritize tasks to meet deadlines in a fast-paced environment
• Ability to work independently and in conjunction other department staff
• Self-motivated and not afraid to take the initiative