Account Representative

This job posting is anticipated to remain open until February 7th, 2025.

Full-time employees will enjoy a competitive benefits package with options for you and your family including:

The compensation and benefits information is accurate as of the date of this posting. The Company reserves the right to modify this information at any time, with or without notice, subject to applicable law.

Equal Opportunity Employer

BI is one of the leading technology companies in Boulder, Colorado and the largest provider of innovative electronic monitoring solutions in the United States. We excel at proving technological solutions to over 1,000 agencies nationwide and allowing those agencies to fulfill their missions without worrying about the technical complexities.

Minimum Requirements

• Bachelor's Degree in Criminal Justice or related field or equivalent work experience.
• At least three (3) years of experience in customer support or training.
• Valid state driver's license and the ability to safely operate a motor vehicle required for travel to customer sites.
• Basic experience with the criminal justice system preferred.
• Bilingual Spanish and English preferred.
• Basic knowledge of Company products and services preferred.
• Excellent oral and written communication skills with internal and external contacts at all levels.
• Excellent interpersonal skills.
• Excellent customer service skills.
• Strong presentation skills.
• Problem solving ability.
• Strong analytical skills.
• Ability to handle multiple tasks simultaneously and prioritize appropriately.
• Strong computer skills with solid knowledge of MS Excel.
• Ability to work with computers and the necessary software typically used by the department.

Working Conditions: Encountered on a regular basis as part of the work this job performs.

• Office environment.
• Extensive travel within the state of Massachusetts required.

BI Incorporated

Summary

The Account Representative provides close, continuous support of the MA Probation account through on-site technical support, report analysis, programmatic assistance and guidance. Serves as the liaison for all aspects of contract compliance and performance.

Primary Duties and Responsibilities

• The Account Representative meets with the Administration and Floor Managers to address concerns or issues on a formal and informal basis.
• Receives all new equipment and make it available for distribution. Creates RMA's and secures shipping for all items from the field that require repair. Inspects, cleans and tests all returned equipment prior to being used again within guidelines provided. Transfers equipment
• Receives, ships and maintains all of vendors equipment.
• Monitors equipment calibrations dates via monthly software report.
• Orders all equipment
• Analyzes, summarizes, and provides weekly and monthly reports to the Agency as appropriate to include:
  • Identifies and reports problem areas related to the overall program and individual regions.
  • Provides recommendations to resolve identified problem areas and proactively work with Managers and Administrator to develop and implement appropriate strategies to resolve.
  • Meets proactively with Statewide Managers as appropriate to understand program health for their area of responsibility, address problem areas, and provide recommended solutions. Reports meeting topics and outcomes to the Administrator.
• Provide monthly reports to agency Administrator and others as deemed necessary. These reports provide trends in equipment usage, caseload demographics, client type, alert generation and workload by shift, and other data as needed. Utilization reports are to be provided by region, court department and parole.
• Provides programmatic assistance to Administrators and Floor Managers by receiving and documenting programmatic updates and needs, coordinating retrieval of historical information for court purposes, and keeping the Administrator informed of all interactions
• Provides advanced level report training Administrators as appropriate, and as it relates to their area of responsibility.
• Proactively identifies training needs for Department staff and report these items to the Administrator. Coordinates both new staff and refresher training as deemed necessary.
• Meets with prosecutors and defense attorneys in preparation for upcoming trials.
• May be certifiedin the Commonwealth as an expert witnessand in turn provide testimony for all GPS related trials. This includes introduction of GPS evidence, explanation of equipmentand software operations, as well as, providing insight to GPS technologyin general.
• Presents product at seminars for the judges, members of the Mass Bar, parole leadership, etc.
• Provides 24/7 on-call availability to address MA Probation emergencies or unforeseen events related to the program.
• Stays abreast of MA Probation policy and procedures.
• Assists with billing-related administrative issues and price correction work in conjunction with Accounts Receivable.
• Attends specified trade shows and Company events to assist the Sales team.
• Performs other duties as assigned.