POSITION SUMMARY: Under direct supervision, assists in a client facing role focused on supporting our clients' needs and customer experience. Collaborates with numerous internal teams, including Service Operations, Billing, Finance and D&T to deliver in accordance with our client requirements. DUTIES & RESPONSIBILITIES: Maintains frequent communication with clients to maintain a first-class relationship.
Responsible for execution of client-facing processes around systems administration, client reporting, and support, client on-boarding, program administration and other activities as assigned. Facilitates internal and client-driven requests, focusing on reporting and service level adherence. Accountable for customer escalations interfacing with the client and applicable internal teams to resolve.
Helps coordinate and organize workflow for the team. Partners with Service Operations to ensure performance of overall account service levels. Completes special projects as needed.
Work with internal groups (Support Center, Supply Chain, EMS, Billing, Digital & Technology and others) to communicate customer requirements and to resolve any challenges, issues, or new opportunities. Coordinates with client to set up systems, maintain access and usability, provide training, and coordinate any D&T or other projects. Provide required client SOPs, reporting, data, and dispatch updates for assigned client(s).
Conduct periodic client calls to run through any updates, checkups, and basic information sharing. Performs other duties as assigned. SKILLS & QUALIFICATIONS: Knowledge, Skills & Abilities: Excellent written and verbal communication skills.
Strong organizational and analytical skills. Ability to provide efficient, timely, reliable and courteous service to customers. Ability to effectively present information.
Requires knowledge of financial terms and principles. Ability to calculate intermediate figures such as percentages, discounts, and/or commissions. Conducts basic financial analysis.
Ability to comprehend, analyze, and interpret documents. Ability to solve problems involving several options in situations. Requires intermediate analytical and quantitative skills.
Apply customer service principles and practices Communicate effectively both verbally and written Prioritize multiple tasks and demonstrate proper time management Problem solve and present recommendations to internal and external clients Demonstrate excellent organizational and critical thinking skills Proficiency with MS Office (Outlook, Excel, Word) and other reporting and presentation tools EDUCATION & EXPERIENCE: High school diploma or general education degree (GED) required. 1-2 years related work experience required. Prior experience in a client facing role or industry preferred.