Client Advocacy Specialist at Gannett in Dallas, Texas

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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