Client Services Manager

Customer Service Representative

We are hiring exceptional Customer Service Representatives for an exciting opportunity. This Customer Service Representative (CSR) position will be in support of a state-wide program. The Project Hours of Operation are Monday - Friday; 8:00 am -7:00 pm EST.

DUTIES:

• Maintain healthy business relationships with clients
• Ensure operational teams provide the highest quality services for clients
• Follow client deliverables and business requirements
• Provide a seamless onboarding experience for new clients
• Lead the implementation process and coordinate with all departments
• Develop metrics for process improvement changes
• Increase client satisfaction and service by reviewing service delivery metrics and processes
• Promote professionalism, have a positive attitude, and take a proactive approach
• Ensure high level of client satisfaction and retention by addressing concerns and resolving issues promptly
• Provide regular status updates and check-ins with clients and senior management
• Manage and maintain accurate and up-to-date customer records and contracts
• Assist with any technical updates the client requests after it is onboarded
• Work closely with internal departments to resolve any client concerns
• Coordinate/create/reconcile reporting needs for clients and client oversight with IT
• Develop operations guide with client requirements
• Develop policies for internal processes surrounding our clients
• Develop in-depth knowledge of client portfolios; regularly engage with clients

The ideal candidate will have excellent communication skills, a customer-centric mindset, and the ability to manage multiple clients while providing tailored solutions that meet their needs. Will be responsible for building and maintaining strong, long-lasting relationships with clients, ensuring their satisfaction and optimizing their experience with our products and services and upsell where appropriate.

This is a full-time position and requires the employee to report to the office and travel up to 10% of their time.

REQUIREMENTS:

• Strong public speakers
• Excellent at building strong professional relationships
• Display a high degree of ownership
• Possess a strong work ethic
• Dedication to delivering exceptional customer service experiences
• Strong communication and interpersonal skills
• Proven ability to utilize Microsoft Office, and Outlook
• Excellent communication, organizational, and time management skills
• Bachelor’s degree with a minimum of 3+ years Client Service experience
• Proven experience in similar role, preferably within a BPO or contact center environment
• Work Environment - Call/Contact Center; Office Working from Home Requirements - Role supports hybrid work as needed