Client Account Representative II

Description

Job Title:
Client Account Representative II

Reports to:
Client Service Manager

FLSA Status:
Non-Exempt

Effective Date: 06.28.2024

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.

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.

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.

• 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