Client Experience Representative

2 months ago

Carol Stream, United States EverView Full time
Job DescriptionJob Description

Join our Client Experience Team to support our Healthcare clients

Output Services Group (OSG) is looking for a dedicated Client Experience Representative who will be responsible for monitoring all aspects of assigned projects to exceed client expectations of quality and service both within our healthcare team A Client Experience Representative serves as a client’s primary point of contact for day-to-day activities. They are the front line of the Client Experience organization and are responsible for a client’s initial impression of our company and the level of service we provide.

This employee must work to identify and effectively resolve issues while building a strong relationship with the client to promote existing and new business. Their primary responsibility is delivering a high level of client satisfaction by providing excellent responsiveness, demonstrating a strong knowledge of each account and their business, and providing effective issue resolution. A Client Experience Representative will serve a diverse portfolio which covers 300+ clients.

A successful candidate will have the ability to work in a fast-paced shared service model environment, where they serve as a key driver of the client experience by delivering first-in-class service and support to our clients. The candidate will accomplish this through intake emails, phone calls through our support line as well as working internally with other functional areas through Salesforce, ServiceNow and AzureDevOps.

Role Responsibilities

  • Demonstrate a strong knowledge of their shared model workflow.
  • Receive client data instructions and project specifications, via email or phone, and convert them into job instructions for internal technical and operations teams.
  • Proactively identify opportunities for process and profitability improvement within account base
  • Assist with pricing handoffs and implementation of new programs and ad hoc projects
  • Provide status to clients and report when there is potential risk or delays that are client impacting
  • Maintain a cadence of status calls with clients
  • Consistently monitor account health and engage the Client Success Manager where needed
  • Work collaboratively with internal teams on issue resolution and improving the overall client experience
  • Effectively use Salesforce and/ or facility platform for case management

Qualifications

  • Bachelor’s degree Business, Marketing, Communications preferred or related work experience
  • 3+ years’ experience as a client representative, client manager or similar role is preferred
  • Excellent written and verbal communication skills, regardless of format ( i.e., phone, email, text, video conferencing, in-person)
  • Outstanding ability to build strong client relationships
  • Strong detail- orientation for Corrective Action Reports, Service Level Agreements and status reports, and other critical business correspondence
  • Ability to analyze client data and reports for patterns, anomalies and quality
  • Ability to meet deadlines while balancing multiple client deliverables
  • Self-motivated, always curious, and consistently eager to learn
  • Previous print and mail experience preferred, but not required.
  • Salesforce, CRM experience a plus

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