Client Account Representative II

Client Account Representative II

Reports to: Client Service Manager

FLSA Status: Non-Exempt

Effective Date: 06.28.2024

Position Summary

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.

Essential Duties and Responsibilities

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.

Requirements

Education

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.

Skills/Experience

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