Client Account Representative

Opening its doors over 40 years ago, FSSI is one of the largest woman-owned providers of document services in the western United States, specializing in highly customizable print and mail, electronic delivery, marketing, and compliance solutions. As a vibrant, growing organization, FSSI is looking to expand our team.

We are currently looking for an Account Representative to join our Client Services team in Santa Ana, CA. The Account Representative is assigned multiple client accounts, managing the day-to-day tasks for various types of requests in a fast-paced technical environment. If you have a passion for customer service, an aptitude for learning new technical concepts, and strong project coordination skills, this could be the position for you.

Schedule: Mon – Fri, 8/8:30 am – 5:00 pm. Hybrid schedule option available, working from home 2 days a week. However, the position will work onsite full-time for an initial training period of no less than 90 days.

ESSENTIAL DUTIES AND RESPONSIBILITIES

The Account Representative is the central point of contact between a client and all FSSI departments including IT Coordination, Software Development, Production, Accounting, Marketing, Network Operations and Purchasing.

1. Management of the day-to-day tasks for assigned client accounts is done by using online tools and working with the operations teams in production areas. This includes but is not limited to:

• Monitoring production job flow and managing exceptions.
• Communicating directly with clients at the business, operational and IT development levels, both verbally and in writing to ensure client needs are met in a timely manner.
• Liaison between client IT and business teams, and FSSI Development team.
• Working with FSSI Operations management to trouble-shoot basic technical issues.
• Assisting clients in understanding technicalities of print, mailing, and online presentment specifications and FSSI’s proprietary tools/solutions.
• Managing and reporting physical pulls of documents from print files.
• Reviewing production reports carefully to ensure clients are billed correctly, and with accurate pricing, for all services provided.
• Creating client reports and other client-related documents utilizing PowerPoint, Word, or Excel.
• Preparing documentation for stock purchases and monitoring inventory levels.

2. Project Manage client conversions, which requires:

• Creating, documenting, and managing software development requests in Workfront, a project management software system.
• Creating and maintaining technical documentation, including the application program aspects, data files, and print/mail/online presentment specifications.
• An aptitude for technical processes.
• Researching and understanding customer data and job requirements.
• Working with clients and FSSI Marketing and Development departments in designing client documents and envelopes.

Requirements

EDUCATION, EXPERIENCE AND SKILLS

• Bachelor’s degree in business, communications or related field is required.
• 1-3 years of client services account management, project management and/or related industry experience required.
• Must demonstrate a customer service philosophy and attitude.
• Effective business writing and communication skills required.
• Intermediate level knowledge of Word, Excel and PowerPoint required.
• Strong interpersonal, critical thinking, problem-solving and decision-making skills.
• An aptitude for learning, interpreting, and communicating complex technical concepts and processes.
• Prior experience using project management software preferred.

Benefits

FSSI offers its employees competitive pay and benefits with opportunities for growth and advancement. Benefits include (subject to eligibility and plan terms):

• 401(k) & Roth
• Participation in Employee Stock Ownership Plan
• Medical, Dental, and Vision Insurance coverage
• Life insurance provided, and voluntary additional life insurance options
• Paid holidays
• Paid sick leave
• Vacation time
• Employee Assistance Program
• Additional perks and employee programs

All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex or gender, national origin, disability, or status as a protected veteran.

Hiring Pay Range (hourly paid): $26.65 - $28.00 an hour

Schedule: Full-time, Hybrid (working from home 2 days a week)