Job Summary
Agent Pipeline (an Integrity Company) is seeking an Account Director to deliver exceptional customer support to agents and marketers. This role serves as the liaison between agents, Agent Pipeline, and carriers, addressing issues as they arise and proactively anticipating and resolving potential roadblocks. The Account Director is expected to be empathetic, forward-thinking, and skilled in critical thinking and problem-solving to ensure agent satisfaction and loyalty.

Primary Responsibilities

• Serve as the main point of contact between agents and carriers, ensuring high levels of service and effective communication.

• Develop and nurture new and existing relationships to drive agent satisfaction and loyalty.

• Provide proactive support by troubleshooting and resolving agent concerns, aiming for first-call resolution whenever possible.

• Guide agents through processes, including contracting, certification, and navigating carrier portals.

• Address escalations and resolve conflicts with empathy and professionalism, involving leadership when necessary.

• Ensure thorough documentation of interactions and maintain accurate records.

• Complete scheduled outreach calls, ensuring timely follow-ups and team communication as needed.

• Continuously learn and improve to enhance service delivery.

• Perform additional tasks as assigned to support business objectives.

Primary Skills & Requirements

• Problem-Solving: Quickly identifies and resolves issues, with a focus on collaborative solutions.

• Customer Service: Responds promptly to agent needs, delivering a high standard of support and communication.

• Interpersonal Skills: Skilled at conflict resolution, active listening, and open-mindedness.

• Written Communication: Produces clear and accurate written materials with attention to detail.

• Teamwork: Contributes to a positive and collaborative team environment.

• Professionalism: Treats others with respect, takes responsibility for actions, and maintains a reliable work ethic.

• Organization and Multi-Tasking: Effectively prioritizes and manages tasks.

• Initiative: Demonstrates self-motivation, seeks opportunities for growth, and takes ownership of responsibilities.

• Travel Requirements: Limited day travel with occasional overnight travel.

Additional Qualifications:

• Strong verbal and written communication skills.

• Exceptional attention to detail.

• Proven track record as a team player.

• Organized, credible, and dependable.

• Ability to multitask in a dynamic environment.