The Client Care Representative is a key member of the Service Operations team whose main role is to provide reactive client service issue resolution and management.

Duties & Responsibilities:

• Receive, triage, and log incoming client service concerns.
• Ensure that client issues are resolved within the specified time frame, and if resolution is not possible that follow-up communication with the client occurs.
• Communicate directly with clients both verbally and in writing
• Expediently resolve client service issues or concerns at the lowest level possible.
• Minimize client hand-off by coordinating with other departments to resolve client issues.
• When necessary, coordinate, track, and follow-up on client issues that require escalation.
• Provide client issue management support for service managers and foreman.
• Approving invoice adjustments within prescribed limits and authorities.
• Provide monthly reporting on client issue types and resolutions.

Lead process improvement initiatives for repeat issues to improve Customer satisfaction, reduce administrative burdens and improve service delivery.

Qualifications, Education, & Experience:

• High School Diploma
• 2+ years experience in a high volume client service position
• Demonstrated experience analyzing and resolving customer service and client issues;
• Demonstrated experience working in a fast-paced environment, as well as a high degree of prioritizing and multi-tasking skills
• Demonstrated experience adhering to tight deadlines, particularly in high pressure situations
• Demonstrated experience to be a self-starter, with emphasis in a team oriented environment
• Demonstrated written and verbal communication skills

Demonstrated experience with Microsoft Office products

Skills & Competencies:

• Ability to analyze and interpret the needs of clients and offer the appropriate options, solutions, and resolutions required
• Results oriented with focus on detail
• Outgoing personality with exceptional customer service and people skills
• High level of integrity
• High level of customer focus
• Able to work well under pressure
• Strong attention to detail
• Exceptional conflict resolution, negotiation, and objection handling skills
• Able to build and maintain lasting relationships with corporate departments, key business partners, and customers
• Able to effectively communicate both verbally and in writing
• Strong work ethic and positive team attitude