Job Description:
We seek a highly motivated ad skilled professional to join our team. The ideal candidate will manage client interactions primarily through telephone and video meetings in a remote work setting. This role requires excellent communication skills, building strong client relationships, using various digital communication tools to provide exceptional customer service, understanding client preferences, and continuous learning in a dynamic industry. This role aims to ensure that our clients feel valued, heard, and cared for, both in and out of the office.Key Responsibilities:
- Provide exceptional customer service by understanding and addressing client needs and preferences.
- Conduct client meetings via telephone and video conferencing platforms.
- Communicate effectively with clients and internal teams, demonstrating superior communication skills and attention to detail.
- Adapt and solve problems efficiently during client interactions, ensuring timely and effective resolution of issues.
- Multi-task confidently with strong time-management skills, demonstrating initiative and a calm, professional demeanor in stressful situations.
- Show a sense of urgency in handling both external and internal initiatives.
- Work independently and collaboratively with stakeholders at all levels, fostering a team-oriented approach.
- Manage and leverage internal and external relationships to tailor resources and assets to client needs.
- Drive conflict resolution using high-level judgment and negotiation skills to develop innovative solutions.
- Apply business acumen to understand client strategies, tactics, and marketplace solutions.
- Identify client pain points, recommend appropriate solutions, and provide feedback for continuous improvement.
- Manage and resolve client complaints, ensuring excellent service and follow-up.
- Identify triggers for client attrition and represent the current attrition status within the portfolio.
- Perform post-resolution follow-up and reporting, documenting all decisions and actions taken.
Qualifications:
- Proven experience in client management, preferably in a remote work environment, with a passion for customer service.
- Proficiency in using video conferencing tools (e.g., Microsoft Teams).
- Excellent communication, relationship management, and conflict resolution skills.
- Strong problem-solving abilities and adaptability in dynamic situations.
- Ability to multi-task, manage time effectively, and work under pressure.
- Demonstrated initiative, work ethic, and professional demeanor.
- Ability to work both independently and as part of a team.
- Strong business acumen and understanding of client strategies and marketplace solutions.
- Empathy, adaptability, and a mindset of continuous improvement.
Additional Information:
- This role is integral to our commitment to client satisfaction and retention.
- The Client Advocate will help mold, build, and grow this role so that we can better serve our clients and improve our services.
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The annualized base salary for this role will range between $43,000and $81,000. Variable compensation is not reflected in these figures and based on the role, may be applicable. Exact compensation may vary based on skills, experience, location, and union representation, if applicable .
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