We are seeking a Client Services Representative (CSR) to join our team at our office in Richmond!
The Client Services Representative (CSR) plays a critical role in delivering exceptional service, ensuring smooth operations, and maintaining high levels of client satisfaction. Acting as the central point of contact between clients and internal teams, the CSR oversees service-related activities, manages communication, and supports team coordination. The ideal candidate will excel in organization, communication, and problem-solving while demonstrating a proactive and client-focused approach.
Key Responsibilities:
Service Performance Tracking:
- Prepare and deliver daily, weekly, and monthly service performance reports.
Client Feedback and Satisfaction:
- Conduct client surveys to gather feedback on service quality.
- Address and resolve service concerns to ensure client satisfaction.
Onboarding Support:
- Provide hands-on support for launching new service contracts or projects.
Service Improvement Proposals:
- Accurately document, track, and ensure all billable services are invoiced.
- Identify and recommend enhancements to optimize service delivery.
Billable Services Management:
- Accurately document, track, and ensure all billable services are invoiced.
Staffing and Training Updates:
- Communicate changes in staff assignments or schedules.
- Notify clients of upcoming training sessions that may impact services.
Additional Service Estimates:
- Create and present accurate quotes for additional service requests.
Deficiency Resolution:
- Monitor and log service deficiencies.
- Ensure timely corrective actions are implemented and tracked.
Caretaking Requests:
- Respond to client caretaking requests promptly and ensure timely completion.
Client Communication:
- Manage phone calls and emails with professionalism and efficiency.
- Maintain consistent and transparent communication with clients.
Escalated Concerns Management:
- Address and resolve escalated client concerns, ensuring positive outcomes and satisfaction.
Qualifications:
- Exceptional organizational and time-management skills.
- Outstanding verbal and written communication abilities.
- Proven experience in customer service or service management.
- A proactive, problem-solving mindset with keen attention to detail.
- Ability to multitask, prioritize, and work effectively under pressure.
Additional Information:
The CSR role involves regular client interaction and collaboration with internal teams to ensure high-quality service delivery. This position is vital to maintaining client trust and satisfaction.
Schedule: Monday to Friday, 8:00 AM to 4:00 PM
