Client Relations Representative

The Client Relations Representative position is responsible for investigating and resolving complex and sensitive service-related disputes involving customers and clients; analyzing existing programs, policies and services to ensure compliance, retention and overall satisfaction; providing recommendations for improvements in customer service systems, and relations.

DUTIES AND RESPONSIBILITIES:

• Investigates, analyzes and renders final determinations on complex service-related disputes involving customers/clients.

• Responsible for maintaining the client relationship for designated accounts, through rapport building, communication and commitment.

• Serves as an internal liaison and facilitator regarding customer/client billing disputes and claims.

• Advocates customer/client viewpoints to management on decisions directly affecting service-related concerns.

• Performs root cause analysis of customer disputes and initiates corrective action with management to improve customer relations.

• Analyzes and recommends improvements in customer service policies, systems, programs and services.

• Provides opportunities for client involvement and input on service-related issues and concerns to demonstrate commitment and responsiveness to customer needs.

• Set customer expectations as regards to responsiveness, feedback and resolution and deliver on said expectation.

• Provide weekly updates and reports to Client Relations Supervisor.

• Responsible for documenting issues of non-compliance from third-party call centers and vendors.

• Assist other Client Relations Reps and advise the Client Relationship Manager and others in a need to know position of ongoing status of negative trends and other issues (via weekly updates, reports and departmental meetings, and via daily communication)

• Other tasks and duties may be assigned at any time.

EDUCATION AND WORK EXPERIENCE:

• High School Diploma (minimum)

• Three years of customer service experience and one year of managing client relationships

KNOWLEDGE AND SKILLS:

To perform the job successfully, an individual should demonstrate the following competencies to perform the essential functions of this position.

• Problem solving/analysis, strategic thinking, time management, decision-making, customer/client focus, organizational skills and strong attention to detail

• Ability to meet mandatory deadlines

• Exceptional interpersonal and communications skills and ability to cope with a variety of situations and manage several accounts without difficulty also required.

• Must maintain highest level of confidentiality at all times.

• Ability to communicate effectively (verbal and written)

• Bi-lingual a plus

• Excellent interpersonal skills

• Proficient computer skills: must have working knowledge of Microsoft Excel and Word

• Ability to multi-task & follow up

• Strong attention to detail

• Ability to identify discrepancies and take initiative to research and correct variances

Schedule: Monday to Friday 8:30-5:00, 10:30-7,11:30AM to 8:00PM or as needed