What are the responsibilities and job description for the Client Experience Specialist position at W Services Group LLC?
SUMMARY
This foundational position supports the execution of both external and internal service requirements, ensuring that client expectations and program goals are met and surpassed. It involves servicing a small client base and assisting with issue resolution to maintain high-quality results. Strong communication and attention to detail help build lasting client relationships, which are critical to the long-term success and growth of the company.
PRIMARY RESPONSIBILITIES
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New & Existing Business
- Act as main point of contact for some client base.
- Assist in the transition of new rollouts to ensure all necessary checklist, scope of works and notes are documented.
- Utilizing Company proprietary system and 3rd party portals to ensure high level escalations are resolved and updated timely.
- Ensure all recurring services are being executed in the fiscal month.
- Collaborate with pricing out all new recurring services requested by clients. Includes new locations, new services, and programs.
- Communicate both internally and externally when programs change in pricing, frequency etc.
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Client meetings/Conference Calls/Reports
- Build relationships with existing clients.
- Demonstrates ability to interact professionally with clients via phone, email, conference call, and face to face to discover their business needs and develop a positive business relationship.
- Coordinate client performance discussions based upon analysis results.
- Spearhead and prepare reports and other documentation as needed (pre and post meeting).
- Work with management to compile data and drive client specific SBR’s.
- Establish and maintain schedule for Client conference calls.
- Develop opportunities for organic growth in cleaning, construction, trades, and all services provided by W Services Group.
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Financials / A/R Management
- When escalated contact delinquent customers to secure payments and document all conversations.
- Communicate with clients on minimum wage, annual increase, and sales tax changes.
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System / Resolution Tracking System Management
- Responsible for ensuring waves system is updated with client contact information.
- Responsible for client specific documentation, Specs, Work order language, fiscal calendars, client specific information etc., is up to date and valid.
- Daily management and closure of RTS and Win/Loss reporting.
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Interdepartmental Interaction
- Meet with select teams to keep the lines of communication open. Services, Procurement, Field, Accounting, Legal and Compliance, Construction, Emergency Services, Executive team.
- Periodic meetings with the above teams to push for constant improvement.
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Special projects
- Will be assigned as needed.
- Attend/travel in person client meetings as needed.
ADDITIONAL RESPONSIBILITIES
- Prepare agenda for weekly conference calls with management.
- Provide backup support to Client Experience Department when others are on PTO.
- Ability to work under pressure, handle varying workloads and manage multiple tasks in a fast paced, deadline-oriented environment.
- Ability to prioritize workload / follow-up on rush items.
- Must be accurate, orderly, creative, and attentive to detail is a must!
- Excellent attention to detail and strong ability to produce high quality reports and presentations.
- Ability to interact both with employees and clients in a professional manner.
- Ability to be an effective team member and display initiative.
- Ability to contribute to the goals of Client Experience Department
