Client Relations Representative

Description

POSITION SUMMARY:
The Client Relations Representative position is responsible for investigating and resolving complex and sensitive service-related disputes involving customers and clients; analyzing existing programs, policies and services to ensure compliance, retention and overall satisfaction; providing recommendations for improvements in customer service systems, and relations.
 

DUTIES AND RESPONSIBILITIES:
• Investigates, analyzes and renders final determinations on complex service-related disputes involving customers/clients.
• Responsible for maintaining the client relationship for designated accounts, through rapport building, communication and commitment.
• Serves as an internal liaison and facilitator regarding customer/client billing disputes and claims.
• Advocates customer/client viewpoints to management on decisions directly affecting service-related concerns.
• Performs root cause analysis of customer disputes and initiates corrective action with management to improve customer relations.
• Analyzes and recommends improvements in customer service policies, systems, programs and services.
• Provides opportunities for client involvement and input on service-related issues and concerns to demonstrate commitment and responsiveness to customer needs.
• Set customer expectations as regards to responsiveness, feedback and resolution and deliver on said expectation.
• Provide weekly updates and reports to Client Relations Supervisor.
• Responsible for documenting issues of non-compliance from third-party call centers and vendors.
• Assist other Client Relations Reps and advise the Client Relationship Manager and others in a need to know position of ongoing status of negative trends and other issues (via weekly updates, reports and departmental meetings, and via daily communication)
• Other tasks and duties may be assigned at any time.
 

EDUCATION AND WORK EXPERIENCE:
• High School Graduate with a Diploma (minimum)
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• Three years of customer service experience and one year of managing the client relationship.
 

KNOWLEDGE AND SKILLS:
To perform the job successfully, an individual should demonstrate the following competencies to perform the essential functions of this position.
• Problem solving/analysis, strategic thinking, time management, decision-making, customer/client focus, organizational skills and strong attention to detail
• Ability to meet deadlines mandatory.
• Exceptional interpersonal and communications skills and ability to cope with a variety of situations and manage several accounts without difficulty also required.
• Must maintain highest level of Confidentiality at all times.
• Ability to communicate effectively (verbal and written)
• Bi-lingual a plus
• Excellent interpersonal skills
• Proficient computer skills: must have working knowledge of Excel and Word,
• Ability to multi-task & follow up
• Strong attention to detail
• Ability to identify discrepancies and take initiative to research variances and correct

Hours Required: Monday to Friday 8:30AM to 5:00PM or as needed

Physical Demands:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is frequently required to talk or hear, sit, use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; and occasionally required to stand; walk; climb stairs. The employee must occasionally lift and/or move up to 20 pounds. Specific vision abilities required by the job include close vision and the ability to adjust focus.

Work Environment:
Work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The usual environment is in a business office with a noise level in the work environment that is usually moderate.

This position is non-exempt.

This job description reflects management's assignment of essential functions, and may be subject to change at any time due to reasonable accommodation or other reasons.

Qualifications