Client Relations Representative

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 Diploma (minimum)
• Three years of customer service experience and one year of managing client relationships

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 mandatory deadlines
• 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 Microsoft Excel and Word
• Ability to multi-task & follow up
• Strong attention to detail
• Ability to identify discrepancies and take initiative to research and correct variances

Schedule: Monday to Friday 9:30AM to 6:30PM or as needed

This position is non-exempt.