Client Services Rep

Job Summary

The Client Services Rep responsibilities encompass providing excellent customer service, resolving issues, managing accounts, and ensuring client satisfaction. This position is on the phone 75% of the time, making outbound calls to clients on outstanding invoices and taking inbound calls from clients for invoice payments.

Principal Duties & Responsibilities:

• Assistance with client retention
• Maintain customer accounts including collections and processing payments
• Answering client inquiries via phone and email
• Maintaining system notes and diaries
• Provide information about services and company policies
• Troubleshooting customer complaints, resolving issues, and escalating complex problems
• Able to meet deadlines, work independently as well as in a team environment
• Knowledge of Ohio Workers' Compensation program a plus

Qualifications:

• Demonstrate effective business communication skills
• Ability to manage sensitive information and maintain a high level of confidentiality
• Analytical and critical thinking skills to diagnose problems and recommend effective solutions
• Excellent customer service and telephone skills
• Proficient in Microsoft Office (Word, Outlook, Excel)
• Strong mathematical skills
• Ability to type 40 WPM
• Proficient with 10 key
• Organized, attention to detail, flexibility and strong ability to multi-task
• Ability to work in a fast-paced environment individually or as a team
• Effectively work with others to build consensus and rapport

Education and Experience

• Knowledge and skills at a level normally acquired through the completion of a High School education or equivalent experience.

Physical Demands

• Ability to sit for prolonged periods of time
• Ability to lift and move 25 lbs.

This job description is not intended to be all inclusive and the employee will also perform other reasonably related business duties as assigned by the immediate supervisor and other management as required.