Client Services Specialist

What's the Opportunity?

Client Services Specialist
Status: Full Time

Who Are We Looking For?

The Client Services Specialist position is primarily focused around client interaction and support from the pre-launch stage forward. This position also requires multi-level interdepartmental communication on a regular basis. This position reports directly to the Client Services Manager.

Your responsibilities include:

  • Primary client contact regarding client deliverables throughout the launch process;
  • First and second line client support;
  • Coordinate internal efforts to resolve third line client support issues / inquiries and communicate results with client;
  • Advanced knowledge of AlertDriving products and systems
  • Client facing project management – manage client issues, launches, pilots, etc. in a timely and professional manner, coordinate internal resources and manage client expectations;
  • Client account configuration and maintenance (including account set-up, assigning training, batch testing and MVR issues);
  • Build credible internal and external relationships through effective communication;
  • Maximize customer loyalty and retention;
  • Work closely with the Client Relations Manager (CRM) to manage accounts;
  • Create detailed and feasible timelines for client facing projects and coordinate projects accordingly (escalating when appropriate). In cases of larger, global clients, work with CRM to create timelines;
  • Understand Client needs and provide information, guidance & assistance;
  • Train administrators on how to use the AD program and provide detailed information to client;
  • Document client progress and update management as necessary;
  • Covering reception during lunch and when the Coordinator is absent and;
  • General administrative work as required.

The Client Services Specialist may be required to attend occasional calls outside of business hours, in order to accommodate international clients.

Education and Experience Requirements

  • A minimum of 2 years’ experience in a customer service related role;
  • Strong track record of effective customer relationships;
  • Excellent working knowledge of customer service principles and practices;
  • Project Management experience;
  • Advanced MS Office computer software skills;
  • Superior keyboard skills;
  • Intermediate Excel spreadsheet skills
  • Advanced working knowledge of administrative procedures; and
  • A College / University degree or a professional accreditation;

Knowledge and Skills Requirements

  • Superior organizational and time management skills;
  • Ability to effectively prioritize and manage numerous projects simultaneously;
  • Superior verbal and written communication skills, both internally and externally;
  • High level of accuracy and attention to detail;