Coordinator, Client Support

Overview

This position is a full-time, day-shift role located in Belleville, MI. It focuses on the execution of the tactical work of the customer’s journey, meeting client requirements and SLAs related to CSS responsibilities. The role requires a solid understanding of client operating systems and business rules, including order processing, data setup, reporting, online ordering, and multi-channel support (telephone and email).

Responsibilities

• Serve as contact for client and customer inquiries, orders and issue resolution through various communication channels. Ensure inquiries are handled and documented in a timely and professional manner.
• Act as liaison between Archway departments and client contacts or end customers; interface with departments to ensure deliverables are completed on time and within SLAs.
• Apply attention to detail to procedures and requirements to ensure proper billing, including timely and accurate closing of work for billing processes.
• Ensure client satisfaction by preventing nonconformities. Serve as the first escalation point; troubleshoot and resolve potential client concerns, proactively identify risk and use escalation protocols as required.
• Proactively generate continuous improvement ideas, including improved efficiencies and cost savings; ensure the most efficient processes are used.
• Partner with internal departments as needed to support meetings, root cause events, QBRs, etc.
• Maintain a general understanding of client contractual requirements; update internal stakeholders on risk, opportunities, and out-of-scope requests.
• Be trained in multiple areas to support redundancies and sustain client service.
• Demonstrate knowledge of products and services provided to the client and communicate accordingly.
• All other duties as assigned.

Qualifications, Experience, Education, Knowledge, And Skills Required

• Associates’ or Bachelor’s degree preferred.
• Minimum 1 year of experience in a customer service environment.
• Attention to detail in task execution and data handling.
• Ability to learn new systems and work in a fast-paced, high-output environment.
• Ability to multitask, prioritize tasks, and work independently or in a team.
• Strong written and verbal communication skills; accurate data entry and spelling; solid general computer skills including MS Office Suite.
• Professional appearance and demeanor.

Benefits and Perks

• Health, dental, vision benefits; life, AD&D; short and long term disability insurance.
• Generous paid time off (PTO); employee discount programs; recognition programs and service awards.
• 401(k) with company match; employee assistance program, including identity theft protection and travel assistance.

Job Details

• Location:
  
  Belleville, MI
• Type:
  Full-time
• Shift: Day Shift

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