Position Title: Client Services Representative

FLSA Classification: Non-Exempt

Bonus Eligible: Not Applicable

Reports To: Client Services Manager

Approval or Revision Date: March 2018

Summary

The Client Services Representative will provide day-to-day support to assigned clients, account managers and internal business units. The position will be responsible for all client related reporting, correspondence, documentation, and deliverables. The representative will work with all areas including Operations, IT, HR, QA, Training, Accounting, and Sales. The primary responsibilities will include the management of multiple accounts and providing support to account managers and clients to meet contractual obligations, service levels, revenue goals and profitability.

Essential Functions

• Provide administrative support to assigned clients and internal account managers.
• Participate in pre-sales activities including requirements definition, deliverables management and implementation of new business.
• Manage and coordinate all aspects of client related correspondence.
• Maintain weekly/monthly productivity reports and consult with account manager on a regular basis to confirm accuracy and maintain timeliness.
• Coordinate client related requests with all internal business units.
• Coordinate and consolidate client profiles and satisfaction surveys with account management team to ensure proper forecast of new business, staffing requirements and overall client satisfaction.
• All other duties as assigned.

Supervisory Responsibilities/Accountabilities

• This position does not have Supervisory Responsibilities/Accountabilities.

Minimum Qualifications

• 2yrs experience in Collection field.
• Must display independent judgment in planning, analysis and decision-making.
• Adept at using computer office productivity software and various Windows operating systems.
• Minimum two years of client services experience with proven track record of managing multiple accounts.
• Must demonstrate understanding of account contracts, reports and client correspondence.
• Excellent written and oral communication skills.
• Must be able to interact effectively with all levels of internal and external business units.
• Must be flexible to operational and client timelines and requirements.
• Positive attitude, detail oriented and highly motivated coupled with excellent documentation skills.
• Ability to effectively prioritize and manage resources to meet the needs of multiple concurrent projects.

Working Conditions

• Work is generally performed within an indoor office environment utilizing standard office equipment.
• Travel: This position does not normally require overnight travel.

Physical Requirements

• General office environment physical requirements such as sitting for long periods of time, extensive use of computers and keyboards, lifting of less than 20 pounds.