Client Services Manager

4 weeks ago

Chicago, United States L&E Research, Inc. Full time
Job DescriptionJob DescriptionCLIENT SERVICES MANAGER JOB DESCRIPTION

This job description outlines the core job responsibilities of the Client Services Manager (CSM) position. The employer reserves the right to amend and modify these responsibilities should alternate needs arise. The employee must be able to perform the essential functions of the position satisfactorily and if requested, reasonable accommodation will be provided.

REQUIREMENTS and DESIRED SKILLS:

  • Minimum of three years facility management experience (retail, sales, hospitality, etc.).
  • Experience managing a diverse staff of part-time and full-time hourly employees.
  • Be able to work a Full-Time schedule as an exempt salaried employee.
  • Have a valid and current driver's license and working vehicle
  • Have proof of automobile insurance
  • Exhibit excellent people skills, with a friendly, welcoming personality and professional demeanor
  • Have previous management experience in customer service, retail, sales or related industries
  • Have proven ability to work well with others and be a team player
  • General computer experience, including Microsoft Office (Word, Excel, PowerPoint), Google Suite (Docs, Sheets, Drive), Gmail/Outlook, internet search engines, etc.

RESPONSIBILITIES and DUTIES:

  • Serve as the face of L&E Research to clients, able to represent the company in a professional manner, striving to foster a "Customer for Life" experience for our clients
  • Hire and oversee training of the customer service staff
  • Coordinate training schedules for upcoming projects
  • Partner with experienced staff to ensure the progress and success of new CSR (Client Service Representative) trainees, using the CSR Training Manual as a guide.
  • Schedule staff as needed to ensure that projects are covered
  • Select and train a Senior CSR or Client Services Assistant (dependent on business volume) to assist in operating the facility
  • Hold CSRs accountable for making sure that the facility meets standards guidelines, as detailed in the Facility SOP manual.
  • Collect information from the client and Project Manager to create the Day of Needs and ensure staff preparedness for upcoming projects. Create, update and maintain Client Workbooks and physical files for projects, ensuring that the CSA / Sr. CSR can also do this
  • Maintain the bank account and signature card at the local bank, if required
  • Responsible for operating & maintaining equipment/technology, including copier, printers, laptops, telephones, recording equipment, L&E video streaming, FocusVision, internet access, projectors/screens, TV monitors, speaker phone, etc. Arrange for equipment maintenance and service as needed
  • Ensure office safety, monitor entry into the office space, keep valuables and money locked in safe, monitor uninvited guests, remove and repair broken furniture equipment
  • Maintain inventory of all supplies and reorder/purchase when needed. This includes all office supplies, L&E specific items, food and beverage needs, kitchen supplies and general facility supplies, posting all invoices for payment with Finance
  • Ensure that the CSR team keeps the facility clean and organized, ensuring building cleaning crew is doing their job, keep storage room & kitchen organized
  • Work with building management as needed for cleaning and maintenance issues
  • Assist the staff with projects as needed during busy times or during periods of short staffing
  • When needed, answer telephones, route direct database questions, answer general respondent questions, provide directions, transfer calls to appropriate staff members, receive mail and shipments
  • When necessary, cover the reception desk, greet all visitors to L&E facilities, determine reason for visit, and direct visitors accordingly
  • Shipping management - Ensure shipping of items as requested by clients and staff, keeping stock of FedEx supplies and other shipping supplies
  • Maintain documentation, monitor current policies and procedures, communicate appropriately to CSR staff
  • Ensure processing of Virtual Incentives for each project
  • Review the project summaries for all projects that occurred on the previous day, edit and correct as needed, and follow up with staff to correct any errors, and distributing reports to management through the nightly report process
  • Complete FMP billing activities for each project
  • Prepare and send weekly Virtual Reports, informing management of your facility's business results and/or issues for the week
  • Draft and send staff newsletters and schedules each week
  • Assist as needed with shopping for client and respondent food, project supplies and facility needs, using your own vehicle (mileage will be reimbursed)
  • Infrequent travel as needed for company business

Other duties as required by the Director of On-Site Operations.

***Candidates must be prepared to travel to another market for one week for training purposes.

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