What are the responsibilities and job description for the Client Services Representative- Auburn Hills, MI position at Magnit?
This is a hybrid working schedule requiring 1-2 days per week onsite in Auburn Hills, MI.
About the Role
Client Services Representative is responsible for communications with customers, suppliers & resources in a professional, prompt, and effective manner, which includes responding to inquiries, assisting with routine transactions, proactively making contact on common questions and ensuring we close the loop on all support requests.
The Client Services Representative role requires detailed knowledge of a program (or programs) so that they can address higher-level non-routine and/or customer-specific issues and requests.
This position is responsible for, but not limited to, the following:
·Ensure compliance to master agreement with client.
·Communicate internally with team, managers, and suppliers via phone and/or email to resolve problems or advise of possible issues.
·Ensuring that customer-specific support is available, professional, responsive & effective.
·Meet deadlines as specified by management.
·Meet company and customer SLAs.
·Support offshore RC team in weekly time chasing to ensure proper invoicing
·Ensure all missing timesheets are submitted for invoice processing.
·Ensure compliance with client surveys and quarterly EEOC as needed for client specific needs.
·Ensure all supplier adjustments are accurate and submitted timely for invoice processing.
·Coordinate and process supplier diversity spend for reporting, which includes ensuring all minority certifications are up to date.
·Ensure the accurate and thorough vetting of all qualified candidates as is required by the client.
·Coordinate and process all attrition with team and suppliers, maintaining accurate data for reporting
·Resolves difficult customer problems. Maintains a good working relationship with customers, suppliers & resources.
·Must comply with written policies as set forth in the company Code of Conduct as well as any client-specific policies.
·Resolves complex or unusual requests & problems that may require a customized response & communications solution or requested information to the customer.
·Must be able to analyze a customer’s needs and interact with other service or technical departments to follow up or obtain additional information as needed.
·Respond to, resolve complex client issues through incident recognition, research and isolation, resolution, escalation, and follow up.
·Implements all updates as necessary in the VMS for timesheet approvers, closing projects
SKILLS, KNOWLEDGE & ABILITIES
·Ability to understand the workings of an MSP program and the client-specific nuances.
·Ability to learn & retain technical & program knowledge.
·Professional demeanor.
·Excellent communication skills – written & oral.
·Good computer skills including Excel knowledge.
·Grace under pressure – ability to remain calm, focused and helpful even if the other person is not.
·Strong problem-solving ability.
·Active & empathetic listener.
·Ability to learn & utilize a customer relationship application to record activities.
·Ability to quickly learn & utilize other software applications.
·Ability to work independently
WHAT ARE WE LOOKING FOR?
3 Years or more of customer service experience is required
3 Years or more experience with Microsoft Outlook, Excel and Word
Compensation: Hourly rate for the position is $22-$26/hour
TA Partner: Toni Priestley
Salary : $22 - $26
