Client Service Specialist

2 weeks ago

McLean, United States Association Resource Group, Inc. Full time
Job DescriptionJob DescriptionDescription:

Job Summary

ARG’s mission is to protect clients from obsolescence by providing IT clarity and advising our clients about technology
changes. Client Service Specialists are service experts who are primarily responsible for working all client services-
related issues and relentlessly providing an amazing client experience. These issues include service outages, partial
outages, service changes, billing issues, and will be handled according to ARG’s SOPs and SLAs. They will communicate with the client’s provider and the client directly regarding these issues in a clear and concise manner and set reasonable expectations with the client for the resolution of their issue. They play a key role in the ongoing success of each client partnership.


Client Service Specialists will not only interface with our clients and providers but also with our internal teams including Engineering, Client Experience Managers, Consultants, and Management as needed to resolve client issues and support an amazing client experience.


Essential Functions:

  • Open/Work trouble, MAC, billing, and informational requests as reported and per ARG internal SOP/SLAs
  • Open/Work small provisioning requests (POTS, broadband etc.)
  • Work with the CXM team to determine the best course of action for simple orders (inside moves, service adds etc.)
  • Assist on an as needed basis for internal IT issues
  • Escalating critical issues with the provider and within ARG
  • Relationship building with the people that can make a difference at each provider
  • Ensure data integrity
  • Go the extra mile to provide an amazing client experience on every interaction
  • Communicating clearly and consistently at specified intervals internally and with clients
  • Treating client issues with the proper level of urgency
  • Proactively communicate with peers around provider and product trends and experiences
Requirements:

Knowledge, Skills, Abilities

  • Impeccable communications skills (verbal and written)
  • Ability to work under pressure
  • High level of personal integrity
  • Must have the ability to work with challenging clients and assist with issue resolution
  • Proficiency in Microsoft Office Suite (in particular, Excel)
  • Must be proficient in hosting web/audio calls
  • Detail oriented
  • Ability to learn new tools as needed
  • Highly adaptable
  • Comfortable dealing with all levels of clients in a competent and confident manner
  • Excellent organizational skills with the capacity to focus on and manage multiple high priority tasks
  • Use Salesforce to track work/activity

Education, Certifications/ Licenses, Related Experience

  • Bachelor’s Degree plus 3-5 years of experience in the technology space preferred
  • In lieu of degree, equivalent, proven combination of education and experience may be substituted
  • 2 – 5 years client services experience
  • 2 – 5 years telecommunications experience

Physical Job Requirements (with/ without reasonable accommodations)

  • This position requires the ability to remain in a stationary position (standing and/or seated) all of the time
  • This position operates machinery and/or equipment that requires the constant use of hands/fingers/wrists (ex: typing) all of the time
  • This position requires the ability to spend all of the time viewing computer monitors
  • This position requires the ability to spend significant time in communication either on the phone or via virtual meetings

Travel Requirements

  • This position may commute between ARG’s HQ office and clients on an as- needed and case-by-case basis
  • Anticipated travel will be by car, air, and/or train
  • Required to attend all in-person corporate meetings (quarterly all-staff gatherings for example) as defined by the company


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