Client Care Representative

The Client Care Representative is a key member of the Service Operations team whose main role is to provide reactive client service issue resolution and management.

Duties & Responsibilities :

• Receive, triage, and log incoming client service concerns.
• Ensure that client issues are resolved within the specified time frame, and if resolution is not possible that follow-up communication with the client occurs.
• Communicate directly with clients both verbally and in writing
• Expediently resolve client service issues or concerns at the lowest level possible.
• Minimize client hand-off by coordinating with other departments to resolve client issues.
• When necessary, coordinate, track, and follow-up on client issues that require escalation.
• Provide client issue management support for service managers and foreman.
• Approving invoice adjustments within prescribed limits and authorities.
• Provide monthly reporting on client issue types and resolutions.

Lead process improvement initiatives for repeat issues to improve Customer satisfaction, reduce administrative burdens and improve service delivery.

Qualifications, Education, & Experience :

Demonstrated experience with Microsoft Office products

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