Client Services Representative (Hybrid)

Job Description Client Services Representative Full-Time | Hybrid | Westlake Village, CA Job Summary ITS is seeking a highly organized, customer-focused Client Services Representative to join our Client Services team. This role serves as a primary point of contact for ITS clients and is responsible for managing a broad range of ongoing client needs, including proactive communication, billing and account matters, service requests, quoting, renewals, client retention, and identifying upsell and cross-sell opportunities. The Client Services Representative works closely with clients and internal teams to maintain strong relationships, coordinate services, resolve concerns, and ensure requests are followed through to completion. The role also includes client training, administrative project coordination, basic phone-system programming, and limited first-level assistance with general bandwidth and IT questions, with technical issues escalated to the Support team as appropriate. The ideal candidate is customer-service focused, highly organized, and detail-oriented, with strong communication, sound judgment, and follow-through. This role requires the ability to manage multiple client priorities, administrative responsibilities, and deadlines while maintaining accuracy and a high level of service. Familiarity with IT, telecommunications, managed services, or related technology services is a plus but not required. We are looking for a strong Client Services professional who is comfortable learning our products, services, and technology environment. What You'll Do Provide primary phone support for incoming client calls, respond to client emails, research requests, communicate next steps, and coordinate follow-up. Monitor incoming client requests and service tickets, perform intake and triage, and help ensure items are assigned to the appropriate team member. Review client accounts, invoices, and services to answer billing questions and prepare credit or correction requests when needed. Coordinate service changes, prepare quotes, process renewals, and support ongoing client service needs. Conduct proactive client check-ins to strengthen relationships, support client retention, identify service needs or concerns, and uncover upsell and cross-sell opportunities for appropriate follow-up. Provide basic phone-system programming and limited first-level assistance with general bandwidth and IT questions, escalating technical issues to the Support team as appropriate. Provide end-user training on ITS voice platforms and supported services. Provide administrative project coordination, including gathering information, scheduling, tracking outstanding items, maintaining documentation, and communicating with clients and internal teams. Maintain accurate client records and documentation while following service requests, quotes, renewals, opportunities, and projects through completion. Work closely with Client Services, Technical Operations, Billing, Sales, vendors, and other internal teams to help ensure client needs are addressed efficiently and professionally. What You'll Bring Minimum of 2 years of customer service experience, preferably in a business-to-business, professional services, or service-based environment. Associate degree or higher preferred; equivalent relevant experience will be considered. Strong written and verbal communication skills and confidence interacting directly with business clients. Strong organizational and time-management skills with the ability to manage multiple priorities, deadlines, and follow-up items. High attention to detail and accuracy when reviewing information, preparing documentation, and maintaining client records. Ability to research information, identify discrepancies, solve problems, use sound judgment, and recognize when escalation is appropriate. Proficiency with Microsoft 365 applications, including Word, Excel, Outlook, and Teams. Comfortable learning new software, systems, products, and technology-related services. Experience with a CRM, ticketing system, or client-management platform especially ConnectWise is a plus but not required. Familiarity with VoIP, telecommunications, managed services, IT, or related technology services is a plus but not required. Ability to work independently while collaborating effectively with clients and internal teams. Work Model & Schedule This is a full-time, local hybrid position based out of our Westlake Village office. Candidates must be able to work in the office as part of their regular hybrid schedule. Schedule: Monday - Friday, 8:00 a.m. - 5:00 p.m. Compensation Salary Range: $24.00 - $31.00/hour Compensation will be based on experience, qualifications, and relevant skills. Perks & Benefits Medical, dental, and vision insurance 401(k) with company match Paid holidays PTO and sick time Company-provided home workstation for hybrid work Opportunities for professional development and career advancement Why You'll Love Working Here At ITS, you will be part of a collaborative team that values strong client relationships, quality service, professional growth, and continuous improvement. We take pride in delivering high-touch support while giving team members opportunities to expand their knowledge, build new skills, and take on greater responsibility as they grow. Equal Opportunity Employer ITS is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Company Description Integrated Telemanagement Services, Inc. (ITS) is a leading Managed Services Provider delivering world-class IT and Telecommunications support to small and midsize businesses across Central and Southern California. With more than 30 years of proven success, we combine enterprise-level expertise with white-glove service to simplify, secure, and elevate our clients' technology operations. Our team is dynamic, collaborative, and driven - united by a commitment to excellence and continuous improvement as we grow into our next chapter. Company Description Integrated Telemanagement Services, Inc. (ITS) is a leading Managed Services Provider delivering world-class IT and Telecommunications support to small and midsize businesses across Central and Southern California. With more than 30 years of proven success, we combine enterprise-level expertise with white-glove service to simplify, secure, and elevate our clients' technology operations. Our team is dynamic, collaborative, and driven - united by a commitment to excellence and continuous improvement as we grow into our next chapter. #J-18808-Ljbffr Integrated Telemanagement Services, Inc.