Client Service Representative (CSR)

Role and Responsibilities of a Client Service Representative (CSR)
The Client Service Representative (CSR) at Benuck & Rainey will play a vital and rewarding role in fostering strong client relationships, ensuring exceptional service delivery, and contributing to the overall success of the organization. As a trusted advisor and key point of contact, the CSR can make a meaningful impact on clients’ success while collaborating with internal teams to optimize service outcomes. This role is ideal for a relationship-driven professional who thrives in a fast-paced environment and finds fulfillment in helping clients achieve their goals.

1. Client Relationship Management

• Client Handoff: After the initial onboarding phase, the salesperson introduces the client to the CSR, who then becomes their primary point of contact. This ensures a seamless transition and provides the opportunity to build meaningful client relationships.
• Primary Point of Contact: The CSR is the go-to liaison, managing all email and phone communication while ensuring clients receive high-quality, personalized service.
• Proactive Communication: The CSR proactively contacts clients, offering updates, resolving concerns, and delivering valuable insights that enhance client satisfaction.
• Client Retention: By meeting and exceeding client expectations, the CSR plays a pivotal role in strengthening long-term partnerships and contributing to Benuck & Rainey’s success.

2. Service Delivery and Account Oversight

• Monitoring Client Needs: The CSR stays attuned to each client’s specific goals, collaborating with internal teams to ensure seamless service delivery tailored to their requirements.
• Reporting: The CSR provides clients with clear updates on account progress, giving them peace of mind and confidence in Benuck & Rainey’s efforts.
• Dispute Resolution: Addressing client concerns with professionalism and care, the CSR helps clients feel valued and supported.
• Enhancing Processes: The CSR identifies opportunities for service improvement and plays a key role in ensuring that clients receive exceptional value.

3. Coordination and Communication

• Internal Collaboration: The CSR acts as a bridge between clients and internal teams, ensuring all stakeholders are aligned and equipped to meet client needs.
• Feedback Loop: Collecting and sharing client feedback allows the CSR to contribute to meaningful improvements in Benuck & Rainey’s services.

4. Reporting to the Administrative Manager

• Data Sharing: Provide the Administrative Manager with key client-specific information to improve processes and tailor solutions.
• Performance Insights: Share client feedback and performance metrics to support operational decision-making and ensure continuous service improvement.
• Escalating Issues: Proactively identify and communicate concerns as soon as they arise. Take the initiative to address potential challenges before they escalate.
• Strategic Recommendations: Offer suggestions based on client interactions to support innovation and operational growth.

5. Supporting the Sales Team

• Client Insights: The CSR supports the sales team by sharing client preferences and feedback to uncover new opportunities.
• Facilitating Growth: By gauging interest in value-added services, the CSR helps Benuck & Rainey identify areas where additional support could benefit clients.
• Team Collaboration: Working hand-in-hand with the sales team to strengthen client relationships and achieve shared success.

6. Awareness of Collection Performance

• Performance Updates: The CSR stays informed about collection progress to provide clients with timely, accurate updates.
• Value Demonstration: By highlighting the results achieved, the CSR showcases Benuck & Rainey’s impact and value.

7. Skills and Qualifications

• Communication Excellence: Demonstrate professionalism and clarity in every interaction, delivering information effectively while adapting communication styles to suit diverse client needs.
• Relationship Building: Develop meaningful and lasting connections that drive client loyalty and satisfaction.
• Outgoing and Personable: Cultivate a welcoming and enthusiastic presence, building rapport and creating positive, enjoyable experiences that strengthen client relationships with Benuck & Rainey.
• Analytical Insight: Use performance data to deliver actionable insights that help clients achieve their goals.
• Proactive Problem-Solving: Take initiative to address client needs and concerns promptly.
• Organized and Efficient: Manage multiple accounts effectively, ensuring timely and accurate communication with clients and internal teams.
• Collaboration Skills: Work closely with sales, operations, and other teams to create a unified approach to client success.
• Knowledge of Industry Best Practices: Have a solid understanding of debt collection practices and compliance, ensuring services meet high standards.

8. Supporting Charitable Efforts and Building Brand Loyalty

At Benuck & Rainey, we believe that giving back to the community is an integral part of who we are. While the CSR’s involvement in charity efforts is not the primary focus of the role, their contribution to communicating these initiatives enhances client relationships and helps build a strong company reputation.

• Brand Advocacy: Help strengthen Benuck & Rainey’s brand by sharing the company’s charitable efforts with clients, demonstrating our commitment to social responsibility and community impact.
• Client Engagement: Inform clients about our charity initiatives to foster a deeper emotional connection, showing clients that they are part of something bigger than just business—something that makes a positive difference in the world.
• Facilitate Participation: When appropriate, play a role in inviting clients to participate in fundraising events or support causes that resonate with them, deepening their relationship with the company.

Why This Role is Rewarding:

• Client Impact: The CSR directly influences client satisfaction and retention, helping clients achieve their goals and build trust in Benuck & Rainey’s services.
• Professional Growth: With opportunities to collaborate across multiple departments, the CSR gains exposure to different facets of the business, enhancing their skills and broadening their expertise.
• Problem-Solving: Each client relationship is unique, providing the CSR with the chance to develop creative solutions and tailor services to meet diverse client needs.
• Team Collaboration: The CSR works closely with supportive internal teams, creating a sense of community and shared purpose in delivering value to clients.
• Recognition of Contributions: As a key player in driving client success, the CSR’s contributions are highly visible and integral to Benuck & Rainey’s overall growth and reputation.

Summary of the Client Service Representative’s Role

As a Client Service Representative at Benuck & Rainey, you will be at the heart of the agency’s mission to deliver exceptional service and build strong client relationships. This role offers the unique opportunity to make a real difference by supporting clients, collaborating with teams, and contributing to the agency's growth.

Job Type: Full-time

Pay: $55,000.00 per year

Benefits:

• Dental insurance
• Health insurance
• Life insurance
• On-site gym
• Paid time off
• Paid training
• Professional development assistance
• Referral program
• Vision insurance
• Volunteer time off

Schedule:

• 8 hour shift

Education:

• High school or equivalent (Preferred)

Experience:

• Client services: 1 year (Required)

Shift availability:

• Day Shift (Preferred)

Ability to Commute:

• Lee, NH 03861 (Required)

Ability to Relocate:

• Lee, NH 03861: Relocate before starting work (Preferred)

Work Location: In person

Salary : $55,000