Client Services Specialist

Job Description

Job Description

Client Services Specialist

Direct Customer Solutions

Classification 
Non-Exempt

Salary Grade/Range

 
Reports to 
Client Services Supervisor

JOB DESCRIPTION

 
Summary/Objective

 
The client services specialist fulfills essential tasks related to delivering service to a client. 

Client Services specialists act as first-line representatives and subject matter experts responsible for handling client inquiries to ensure satisfactory resolution to issues that may arise. He/she will handle escalated calls, process extraordinary transactions, as well as develop and lead staff training on client specific requirements, etc. 

Specialists are responsible for order processing, order auditing, and communication and resolution of issues that may prevent orders from shipping.  Under general supervision, processes customer requests related to orders in a timely, accurate and professional manner. Fosters the growth of a strong client base through creating positive interactions and building strong relationships. 

Essential Functions  
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. Maintains confidential information including, but not limited to, proprietary corporate information, specifications of products, product information, and customer information.

1. Receives and answers customer inquiries, including but not limited to: product orders, order status, lot/batch number research, product returns, product search, pricing and services offered.

1. Partner with Client Services Account Managers and our clients to provide service in accordance with client service levels to complete order transactions, informational call follow up, and provision of services in accordance with the client SOW.

1. Reads, analyzes, and interprets team and individual metrics to assist in the day-to-day operations.

1. Works with Finance to provide transactional information for monthly client billing

1. Acts as point of contact for the team when Client Services Account Manager or Implementation Specialist is not available 

1. Monitor new/updated processes for the team and collaborate with Implementation Specialist, and operations and QA, or other departments on timely problem and issue escalation when  possible/appropriate.

1. Research inquiries in a professional and courteous manner and work with team members, to identify and resolve escalated customer concerns in a timely manner, potentially without direct Supervisor oversight. Partner with Client Services Account Manager and Implementation Specialist to develop solutions to repeat customer concerns.

1. Effectively uses approved “talking points” when communicating corporate policy.

1. Advises callers for level 1 support for escalated calls to internal/external customers avoiding litigious or compromising issues, providing information, education, and assurance to customers regarding products or services. 

1. Resolves issues and answers questions with highest degree of quality and accuracy in accordance with company vision & values and all applicable laws.

Competencies

1. Teamwork

1. Business Acumen. 

1. Communication Proficiency. 

1. Customer/Client Focus. 

1. Presentation Skills.

1. Problem Solving/Analysis.

1. Results Driven. 

1. Strategic Thinking. 

1. Technical Capacity. 

Supervisory Responsibility 

This position has no direct reports

Work Environment 

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. Must be able to sit, stand, walk for 8 hours per day. Must be able to lift repetitively lift up to 50 lbs.

Physical Demands 

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to talk and hear. The employee frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms and requires the ability to occasionally lift office products and supplies up to 20 pounds.

Position Type and Expected Hours of Work 

This is a full-time position, and hours of work and days are generally Monday through Friday, during day shift hours. Business meetings and customer activities may occasionally require work be conducted after hours or on weekends.

Travel 

Travel for this position and will consist of local travel during the business day in addition to out-of-the-area and overnight travel. Travel up to 30% should be expected.

Required Education and Experience

1. High school diploma or equivalent; Bachelors degree strongly preferred

1. Specialists conduct their work activities in compliance with all Direct Customer Solutions internal requirements and with applicable regulatory requirements including compliance with ethics, environmental health and safety, financial, human resources and general business policies. All calls may be subject to monitoring, recording for quality assurance, coaching, training and development purposes.

1. 3-5 years of Client