Client Relationship Manager

Location - In office, or Hybrid (In office Tuesday, Wednesday and Thursday) and remote or in office on Monday and Fridays 

Wage: Starting wage at $19.40/hour plus performance based tiers (The average wage for this team is $22.98.)

Overview 

The Client Portfolio Manager serves as the primary point of contact and trusted advisor for our current clients. This is a highly visible role that blends analytical problem-solving with expert client relationship management.

We are looking for a candidate who values analytical thinking and can reason independently to resolve complex client concerns. If you thrive on being challenged, enjoy managing client relationships, and excel at independent time management, this position is for you!

What You Will Be Responsible For:

This role requires a balance of communication, organization, and problem-solving, with key responsibilities falling into these areas:

Client Communication & Relationship Management

• Serve as the primary client contact, communicating effectively via phone and email.

• Develop beneficial, long-lasting client relationships, ensuring high satisfaction.

• Expertly communicate cause-and-effect explanations to clients regarding their concerns.

• Collaborate closely with Account Managers to ensure all client needs and service expectations are consistently met.

• Lead or participate in regularly scheduled client calls to review performance and address issues.

Organizational Strategy & Workflow Management

• Strategically organize and prioritize your workload by filtering incoming communications based on urgency and impact.

• Monitor client issue trends and propose system improvements to enhance service delivery.

• Strategically delegate and follow up on client issues with internal teams to ensure prompt and accurate resolution.

• Work with all internal teams to ensure a smooth and efficient bill payment and utility management process.

Problem Solving & Reporting

• Communicate challenges to leadership and clients to brainstorm and implement solutions.

• Identify and correct data accuracy issues throughout the bill payment process.

• Compile routine and customized client reports using company software, including collaborating with the IT department for specialized requests.

• Perform various data entry and maintenance tasks within company software to ensure client portfolio integrity.

Qualifications 

• Able to explain complex ideas, both verbally and in writing, using clear, professional language
• Able to expertly prioritize important and urgent work to meet deadlines
• Have a capability to solve a range of issues from redundant to complex
• Can independently analyze and reason to make unaided decisions
• Have a desire to form long-lasting relationships with clients and account managers
• Have the ability to stay positive and productive under pressure, while providing and receiving constructive feedback

Education & Experience

• Direct customer contact experience preferred
• Intermediate skill with Microsoft Excel, Word, Google Services, and Conservice software
• 6 months with the company preferred - with a thorough knowledge of Synergy and Conservice processes