Remote-Manager, Client Services Management

2 weeks ago


Phoenix AZ, United States Green Building Initiative, Inc. Full time

Supervisor VP, Programs & Services
Travel Requirements
Client services managers are required to travel and participate in events where GBI hosts booths and tabletops. These events are throughout the year and efforts are made to spread out assignments between staff members. Travel requirement is estimated at 10-15% or two times per quarter.
CLIENT SERVICES – PUBLIC AND PRIVATE SECTOR (60%)
Provide highly detailed project management and administration of building certification projects, often with tight deadlines.
Proactively follow up with clients as needed to ensure their projects stay on schedule.
Address client questions regarding the assessment process and next steps and facilitate getting answers to technical questions from GBI technical support staff.
Administer assessment reporting, including review by GBI technical staff, quality control, and issuance of reports to clients.
Provide additional support as needed and/or requested for high-volume clients, such as delivery group training, communicating with multiple levels of personnel regarding the project(s), and finding solutions to project barriers.
Log all client communication in Salesforce.com and ensure adherence to GBI standards regarding Salesforce usage and data entry.
Provide backup as needed for administration of sales activities, such as quoting, order processing, vendor setup, contract administration, A/R collection, etc.
Support clients on live chat and escalate inquiries as necessary to senior staff.
Address inquiries submitted through the website or info@thegbi.org and escalate project inquiries as necessary to senior staff.
Encourage and sell the use of new products and modules offered under the GBI brand.
Assist in the development of promotional and marketing materials as needed.
Live chat, website, phone calls, and info box inquiries.
~ Log all client communication in Salesforce.com and ensure adherence to GBI standards regarding Salesforce usage and data entry.

Follow up on membership/community leads and address questions as needed.
Work closely with VP, Engagement and Senior Director, Membership & Community to follow up with large and small potential members and work together on building cases for renewals.
Support targeted outreach efforts in new markets.
Assist with creation and delivery of curriculum for client training and professional development:
Assist with managing Continuing Education Provider credentials through all applicable associations (as backup)
Assist clients pursuing GBI offered training programs, including Green Globes Emerging Professional, Green Globes Professional, Guiding Principles Compliance Professional trainings.
Award and distribute training certificates as necessary for training programs and webinars.
Assist with administrative data entry as needed.
Perform Salesforce “auditing” on a weekly basis and as needed.
Pull reports from Salesforce, organize data, and create spreadsheets as needed.
Test new products, materials, and modules offered under the GBI brand.
First Three Months - Training Requirements
Formal - Green Globes Professional training & certification.
Formal - Guiding Principles Compliance training & certification.
2-3 years of office experience preferred.
~ Exceptional customer service orientation.
~ Online Webinar Platform Experience (MS Teams, Zoon, and/or GoToWebinar).
~ Advanced level writing/content creation skills.
~ Technical aptitude with strong computer literacy; proficiency with Microsoft Office.
~ Initiative-taking and proactive, capable of working with limited supervision.
~ Fluent in second language a plus.

Required – associate degree in related field or an equivalent combination of education and work experience.

Work remotely without supervision with the assurance of quiet and stability appropriate for a work environment.
Occasional travel is required; training in one or more locations.
Category:Customer Service, Keywords:Client Services Manager, Location:Phoenix, AZ-85013



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