Client Services Representative

Position Summary:

Responsible for the flow of information between multiple internal departments and the creation of business communications with clients. In addition to serving as a frontline contact for clients, work collaboratively with Operations and Sales Executives to ensure the highest level of client satisfaction and a successful client contract renewal and implementation period.

Responsibilities:

• Maintain up-to-date knowledge of assigned clients to understand their unique requirements;
• Research and resolve discrepancies/issues presented by the client in a timely manner;
• Escalate unresolved client issues to Supervisor and/or Sales Executive;
• Document account/client activity in collection software and CRM;
• Conduct regular telephone, email, and/or in-person contact with client and ensure service satisfaction level;
• Provide support to Sales Executives;
• Ensure reports are prepared and sent based on contract/client requirements;
• Complete Client Call list daily;
• Other duties as assigned by management.

Knowledge and Skills:

• Excellent written and verbal communication skills;
• Advanced knowledge of Excel, WORD and Outlook;
• Minimum typing speed of 30 WPM;
• Familiar with general office equipment - printer, copier, facsimile, phone;
• Basic knowledge of collections industry preferred.

Education and Work Experience:

• High School Diploma or GED required;
• Work Experience: minimum 1 year previous experience in collections or general office required.

Physical Requirements:

• Ability to work 40 hours per week in-office with the option to work a hybrid schedule once released by management.
• Work is in a typical office environment; prolonged sitting required (1-2 hours at a time); ability to move around the office to attend meetings in other areas, etc.; lifting up to 10 lbs occasionally; ability to accurately and quickly record notes in computer system while speaking to client.