By David Ross
My first day with InCheck was back on October 3rd, 2016. I came into the office and was met with an upbeat and lively bunch of hardworking people. They welcomed me to the team and began to impart all the knowledge the company had to offer so that I could better assist our sales team and clients. I absorbed everything that came my way and eventually was promoted to the new role of Account Manager. As an Account Manager, my day-to-day experience is ever-changing and is not necessarily mapped out each day. Let me show you what I mean.
The Morning Routine (or at least one of them…)
My day usually starts around 8 am, but on some days I come in earlier for special projects, such as a batch upload or conference call. Once I get hydrated and caffeinated, I settle in, logging into our online platform and looking through emails.
It’s looking like a normal, everyday morning just reviewing emails, but wait… I’m getting a call from our Verifications team. A team member lets me know who’s calling and what they need. It’s a call from a client with a question about their account. I gladly take the call and assist with their question. After a short conversation, with exceptional customer service I might add, the client is completely satisfied, and after a jolly farewell, I’m back to looking over emails.
After answering a few internal emails about processes, giving advice about how to respond to a certain question, and receiving an update on a file I was previously looking into, I hear someone calling my name. Our CEO, Andy, is calling me into his office to go over a project. I bring my trusty notepad and pen and begin taking notes. The project is extensive and will take a few days to finalize but I am ready for the task. We finish up and I head back to my desk where I begin to map out the logistics of the project.
I then finish clearing out my inbox and set out to start the project. I have the first hurdle of the project underway just as one of my coworkers pops up from their cubicle and asks for assistance. I push pause on what I was doing and gladly accept. After a few minutes of going over what is needed and providing a little insight and training for the future, I am back to my desk and my new project.
I look at the clock and it’s just nearing 9 am. A popup reminder appears on my outlook calendar for a Form I-9 and E-Verify GoToMeeting demo that will begin in 30 minutes. I set the reminder to snooze until 10 minutes before the meeting and buckle down to continue on my project.
The project is coming along great but my Outlook notification pops up again, so I begin to prepare for the demo. During the 30 minute demo, I explain the ins and outs of our Form I-9 and E-Verify integration with a client. A couple of questions come up during the demo that I am unable to answer right away, but I reassure the client that I will look into their questions and provide a timely response. The GoToMeeting ends and I compose an email to support summarizing the questions posed during the meeting. I set a reminder for myself to follow up on the email if I don’t receive a timely response.
Before getting back to my project, I respond to a number of emails that came through during the demo. One of the emails is from a potential client I had been working with who sent back signed onboarding documents, which means they are now a new client and ready to be set up!
Before I do anything else, I get up from my desk and walk over to a small table with a gong on it. I pick up the mallet and hit the gong to let everyone know we have a new client coming on board. The office echoes with clapping and I see Andy giving me a fist pump through his office window. I sit back down, save the client’s documents to our system, and begin the account setup process.
The account setup takes about an hour as there are a lot of user accounts and packages to create, protocol notes to enter, and a few other finishing touches to finalize the account. Meanwhile, I need to stay on top of emails, phone calls, or questions that come through.
It’s now about 11 am and I am finally back to my project. I spend another hour working on it before I have a few questions that I need answering before I can proceed. I email Andy as it looks like he’s offsite. I attach a reminder to the email so that I follow up on any outstanding items. I then look over several flagged emails that require follow-up, are still pending responses, or require daily touches to ensure a file or process continues to move forward. It’s now 12:30 pm and my stomach starts to grumble… lunch time.
I grab my lunch from the fridge and head upstairs to the break room to meet a colleague who takes lunch at the same time. We joke around and watch whatever is on the TV while eating our lunches, enjoying the mental break from work. The fun times make the break fly by, and lunch is over just as quick as it began. We head back downstairs to our desks and it’s back to work.
I log back in to my workstation and answer any emails that came through while I was at lunch. It also looks like I have a voicemail from a client that was calling to confirm some information we needed in order to continue working on a report. I reach back out to them to gather the information and relay it to our team so they can proceed.
After the call, I see a reminder for a separate project that I have been working on with our COO, Adam. I pop into the project folder and see several Excel spreadsheets that are ready for me to review. I analyze the data provided, dig into any inconsistencies or potential areas of improvement, update several fields with formulas and data of my own, and add my insights in the notes section. I then send Adam a quick email update with the spreadsheets so that he can review and put the final touches on them as needed.
Now that I have cleared that portion of our project I can get back to my emails. I have a few processing assignment alerts for some instant driving record searches. I pull up the files and look over the information, noticing that one of the license numbers was entered incorrectly. I look over the notes and see that we don’t have permission to contact the candidate, so I reach out to the report requester for the correct information. I set the search status to “client message” and set myself a reminder to reach out the next day if I don’t hear back.
Looking back over my emails, I see that Andy responded to my email, so I can resume working on our project. I begin pulling a few system reports, manipulating the data to a format needed for the project so that I can review it further. It’s now nearing the end of my day so I find a good stopping point and save the information in the appropriate project folder. I ensure that my inbox is clear and any follow ups or reminders I had are all checked off with answers or moved to a later date. I grab my Tupperware container from lunch, put on my jacket, and say farewell to my colleagues before heading to my car for the commute home.
A day in the life for an Account Manager – it changes every day depending on the support our clients and internal staff need. It’s always an interesting and eventful journey!