Description
Client Services Representative | Client Relations & Account Maintenance
Location - Atlanta, GA 30328
Rate - $14.50
Duration - approximately 3 months
Start Date -
Status - Temp
Schedule - Full Time; 11:00 - 8:00 M-F, every other Saturday 9:00 - 6:00 with a day off on Friday
Position Summary
Responsible for growing and strengthening client relationships generally initiated by a CoreLogic Sales Representative/Product Specialist. Provide a full range of customer service by managing an assigned group of accounts to meet established and specific long-term strategic objectives. This position is primarily tactical in nature but has strategic components to it. Partnering with Client Operations to meet the day-to-day needs of specified clients, the CAS owns the maintenance of the relationship. As the primary interface with the client, represents the company in a professional manner and develops a comprehensive account plan to identify key opportunities and to anticipate and respond to clients needs. This includes partnering with Product Specialists/relevant team members to provide products and services to meet target order volumes, orchestrating client appreciation, measuring and reporting performance adherence and client satisfaction pertaining to the assigned business unit/product company(s). Depending on business unit and product, may also do some product selling, responding to client requests. Product training and technical support may also be part of the core job duties. This position is generally found in a customer service/client relations oriented group, sales, or product group. In some groups, some travel may be required.
Essential Job Duties
- Growing and strengthening client relationships
- Acting as primary contact for clients with respect to product company performance and operational processes.
- Acting as a first level escalation resource to clients.
- Conducting routine status meeting with clients to solicit voice of client regarding product/company performance, industry trends and new product requirements.
- Partnering with Product Specialists/relevant team members to expand and broaden relationships across the business unit
- Reporting, trending, and analysis includes: Providing client level reporting, monitoring and analysing client trending and SLA adherence, providing information to management.
- Coordinating client on-boarding for new clients in the appropriate systems.
- Answering questions, following up on and resolving both technical, set-up and billing issues.
- Project coordination includes: Making independent decisions and coordinating activities necessary to resolve significant client issues.
- Triaging issues and engaging appropriate support within business unit resources to resolve.
- Managing client specific projects to ensure successful and timely completion according to client expectations. Gathering client requirements and submitting all technical and operational project requests necessary to support client initiatives
- Training clients on product capabilities, product demonstrations, changes, system enhancements, etc. via direct training sessions, phone contact, or web-ex.
- Performing maintenance of clients in relevant systems, including the addition of new products, services or pricing.
- Working directly with clients to resolve technical issues: May provide equipment/hardware/software installation
Essential Job Requirements
Experience:
- 2-4 years of directly related experience.
- Profienciency working with SaaS and Product Software Solutions.
- Proficient in using Excel, Word, Outlook.
Skills:
- Independent: receives little instruction on daily work, general instructions on newly introduced assignments, may determine methods and procedures on new assignments. This position has no direct reports.
- Ability to interact effectively at multiple levels within the organization.
- Team player, with team leadership skills.
- Solid prioritization and project management skills.
- Ability to balance strategic thinking with tactical implementation.
- Proven creative problem-solving capabilities.
- Strong analytical framework for creating logical recommendations.
- Excellent written and verbal communication skills.
- Strong evidence of initiative and follow-through.
- Professional in appearance and demeanor.
Education:
- HS Diploma with 2 years of Software Product support experience;
- Some college recommended; BA/BS preferred.