Client Relationship Specialist

Job Description

Job Description

Being a prominent company in the Lake Sunapee area, Relax & Company values individuals who are looking for a community-oriented environment with the backing of a well-established company. We are dedicated to being the top choice for both our employees and clients.

We offer a competitive compensation package, including :

• Paid Time Off (including paid holidays)
• Tuition Reimbursement
• Uniforms
• Medical Insurance
• Dental Insurance
• Vision Insurance
• Flexible Spending Accounts (FSA)
• Mental Wellness Health Reimbursement Account (HRA)
• Group-Term Life Insurance paid by the company
• Short-Term Disability paid by the company
• Long-Term Disability
• 401(k) with company match
• Employee Assistance Program (EAP)
• Opportunity for Advancement
• Flexible Work Schedule

Job Summary :

The Client Relationship Specialist has a support role in ensuring the satisfaction of Relax & Company’s valued clients. The primary duty is to build and nurture long-lasting / ongoing multi-division, client relationships by collaborating with Relationship Managers to provide excellent services by addressing client concerns promptly. This role requires industry knowledge and exceptional written and oral communication. This position is the main point of contact for clients and is an integral part of productivity which in turn delivers an exceptional level of customer service. The Client Relationship Specialist will be responsible for multiple client relationships and will gradually increase client accounts as determined by the Director of Customer Experience & Sales and business needs. The Client Relationship Specialist has no direct reports.

Primary Duties :

Build and maintain ongoing, enduring relationships with clients, understanding their needs, and ensuring their satisfaction with our services.

Maintains customer portal information for accuracy and coordination.

Collaborate with various department teams to ensure service excellence and seamless delivery of all services such as property management, rental support, and concierge services.

Works diligently to anticipate additional services (cross-selling to other departments) for clients and their home management.

Address and resolve any issues or concerns raised by clients in a timely and satisfactory manner.

Recommends policies and procedures to facilitate a quality client relationship experience.

Adheres to service levels and requirements for the Company.

Maintain a polished and professional appearance by consistently wearing company-provided attire and adhering to the dress code guidelines, reflecting a positive and unified image in all professional interactions.

Adheres to the policy for recording, assessing, and analyzing client feedback.

Identifies and recommends updates and expansions to technology, equipment, and policies that may improve client experience and retention.

Maintains and builds on a corporate culture that supports the vision as laid out by the Company.

The position requires some nights and weekend meeting times, as necessary.

Skills :

Excellent accountability and customer service skills.

Strong verbal and written communication skills.

Strong interpersonal and client service skills.

Fair knowledge of the industry.

Organizational skills and strong attention to detail.

Strong problem-solving skills.

Familiar with Google Suite and other CRM platforms relevant to the industry.

Education :

High school diploma or equivalent required.

Experience :

1 years of experience in a customer service-facing role.

Physical Requirements :

Physical presence throughout client homes is required, when necessary.

Prolonged periods of sitting at a desk and working on a computer.

Must be able to lift 25 pounds at a time.

Other :

This job description was written for Relax & Company for the role of Client Relationship Specialist. This position is required to fulfill “other duties” as assigned by the manager as it fits within the scope of the position.