Client Services Associate; Plano, TX

Position: Client Services Associate (Plano, TX)
** Approximately*
* *** 40% travel**
* ** is required for this position. You must have a valid driver’s license (required) and having a valid passport is preferred (but not required).
**** Onsite Requirement:
** This role requires you to be onsite in the office 5 days per week.

You’ll report to our
* Customer Experience Supervisor
* and work from our
*** Plano, TX
** office***.
**** What You'll Do:
*** Inform prospective and existing customers of company services, memberships, procedures, policies, and promotions
* Schedule drop offs with customers to allow there to be an organized flow of customers and products to the Collectors facility
* Work with Security and/or Sales if there is a high value submission taking place
* Attend to onsite VIP submitters to ensure a first class guest experience
* Assist with inquiries on orders and pricing with customers at drop off while ensuring all submission forms are accurately filled out, items properly handled, and orders delivered to the Receiving department for order entry
* Work with Logistics, Operations, Customer Care, Sales, CRC, Problem Orders Results, and Shipping to assist with any customer issues, including but not limited to resolving submission form errors, address or shipping updates, and order status inquiries
* Work with Finance on any issues with payment processing
* Research and resolve complaints or issues according to company policies and procedures
* Make calls to follow up on questions, complaints and issues
* Alert Marketing to opportunities to tell success stories from collectors, interview them, get photos for social media, etc.
* Schedule pickups with customers and insure a smooth transaction during those pickups
* Be able to answer questions on the outcome of the submissions
* Assist with Customer Care emails and general inquiries during down time
* Attend trade shows as company representative to assist in order processing with submissions (optional)
* Representatives will strive to earn praise from customers regarding the high quality care they provide via email, written correspondence, Live Chat and social media in particular
* Representatives will be responsible for keeping their workspace and visitor waiting area tidy and well-stocked with necessary supplies
* Organize and manage the pickup room daily, including but not limited to making calls to dealers/customers in advance of end of week or end of quarter to coordinate timely pickups
** Who You Are:
*** Able to travel up to 40% of the time attending various shows and special events
* Drivers licensed is required
* Valid passport is helpful
* Associates Degree or equivalent preferred and/or 4+ years Customer Care/hospitality experience
* Ability to understand and relay company policies and procedures
* Familiarity with standard concepts, practices, and procedures within our particular field
* Communicates clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions; demonstrates group presentation skills; participates in meetings
* Exceptional written communication skills
* Interpersonal skills - Focuses on solving conflict, not blaming; maintains confidentiality; listens to others without interrupting; keeps emotions under control; remains open to others’ ideas and tries new things
* Teamwork - Balances team and individual responsibilities; exhibits objectivity and openness to others’ views; gives and welcomes feedback; contributes to building a positive team spirit; puts success of team above own interests; able to build morale and group commitments to goals and objectives; supports everyone’s efforts to succeed
* Problem solving - Identifies and resolves problems in a timely manner; works well in group problem solving situations
* Representation - Positively represent the company at all times
* Be versed in the following computer programs:
Navision, Grading System Manifesting/Order Processing, Zendesk, Ring Central, Slack and Google Docs
* Attention to detail is critical in this role with representative exhibiting solid problem solving abilities
* Ability to work well with a cross section of the Collectors Team
*
* Physical Requirements:

*** Computer…