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