Description

Job Title: Client Account Representative II

Reports to: Client Service Manager

FLSA Status: Non-Exempt

Effective Date: 06.28.2024

Position Summary

Duties and responsibilities include providing a prompt and professional service to clients to ensure efficient operation of the department. Support managers, and clients through a variety of tasks related to organization and communication.

Essential Duties and Responsibilities

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

· Respond promptly and professionally to client inquiries through phone or email correspondence

· Proactively take ownership of customer issues and follow problems through to resolution

· Collaborate with other departments to achieve organizational goals and resolve customer issues

· Foster positive relationships with our clients, account managers and sales team as their primary point of contact

· Proactively maintain an updated knowledge of the organization's products, services, and customer service policies

· Document client interactions when necessary, compiling documents and forwarding information to interested parties

· Proactively resolve client disputes on orders and escalations in a timely manner

· Proactively research account program issues and questions posed by clients using internal resources

· Ensure sustainable client relationships of trust by thoughtfully responding to client inquiries within 24 hours regarding employee recognition program

· Work closely with Data Team in getting problems resolved with data from clients

· Work closely with Implementation Team in getting new accounts, changes, and additions to existing accounts

· Work closely with Finance Team in getting problems resolved with invoices, credits, and rebills

· Submit change requests via case or ticket process to IT, Finance, and Implementation

· Explain simply and clearly in response to client questions and check for client understanding and acceptance

· Recommend new products or services or make suggestions for improvements by identifying relevant features and benefits

· Assist clients by demonstrating programs and answering any questions they may have

· Train clients on how to use the platform

· Demonstrated strong organizational skills and attention to detail

· Proactively review and familiarize your accounts prior to Account Audit and to proactively contribute to the Audit

· Client oriented mindset and demonstrated ability to adapt/respond to diverse types of personalities - including ability to handle high-pressure situations

· High energy and positive "can-do" attitude; Actively seeks feedback to improve performance

· Participate in training opportunities provided by the organization

· Required to pass skill assessment testing after training and on a quarterly basis

· Receive and implement customer feedback to improve service quality

· Establish and maintain good rapport with clients by using positive language and anticipating their needs.

Requirements

Education

High school diploma or general education degree (GED) required; Associate degree or higher strongly preferred and a minimum of 5+years of previous client service experience or business office experience is required; or equivalent combination of education and experience with an emphasis in client service.

Skills/Experience

· Required: Ability to effectively follow company policies

· Required: Professional communication skills, both written and verbal

· Required: Ability to write and read correspondence

· Required: Proficiency with Microsoft Office suite of products

· Required: Intermediate ability to create and/or update spreadsheets, and other company documents of various types

· Required: Ability to demonstrate accuracy and thoroughness

· Required: Ability to multi-task with accuracy

· Required: Expert customer service skills, over the phone and in person, with our customers and internal departments

· Required: Efficient time management skills

· Required: Intermediate decision making

· Required: Intermediate organizational skills

· Required: Ethical conduct

· Required: Intermediate generating of creative solutions

· Required: Excellent verbal communication and interpersonal skills

· Required: Ability to maintain a calm and polite manner in stressful situations

· Required: Ability to effectively analyze information and to make sound business decisions based off of information provided

· Required: Professionalism

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