Client Relations Specialist

6 days ago

Boca Raton, Florida, United States NSD NEWCO Full time
Job Summary:

The Client Relations Representative position at NSD NEWCO is a critical role that requires a unique blend of customer service, problem-solving, and communication skills. As a Client Relations Representative, you will be responsible for investigating and resolving complex service-related disputes involving customers and clients, analyzing existing programs, policies, and services to ensure compliance, retention, and overall satisfaction, and providing recommendations for improvements in customer service systems and relations.

Key Responsibilities:

  • Investigate, analyze, and render final determinations on complex service-related disputes involving customers/clients.
  • Maintain the client relationship for designated accounts through rapport building, communication, and commitment.
  • Serve as an internal liaison and facilitator regarding customer/client billing disputes and claims.
  • Advocate customer/client viewpoints to management on decisions directly affecting service-related concerns.
  • Perform root cause analysis of customer disputes and initiate corrective action with management to improve customer relations.
  • Analyze and recommend improvements in customer service policies, systems, programs, and services.
  • Provide opportunities for client involvement and input on service-related issues and concerns to demonstrate commitment and responsiveness to customer needs.
  • Set customer expectations as regards to responsiveness, feedback, and resolution and deliver on said expectation.
  • Provide weekly updates and reports to Client Relations Supervisor.
  • Document issues of non-compliance from third-party call centers and vendors.
  • Assist other Client Relations Reps and advise the Client Relationship Manager and others in a need-to-know position of ongoing status of negative trends and other issues (via weekly updates, reports, and departmental meetings, and via daily communication).
  • Other tasks and duties may be assigned at any time.

Requirements:

  • High School Graduate with a Diploma (minimum)
  • Three years of customer service experience and one year of managing the client relationship.

Preferred Qualifications:

  • Problem-solving/analysis, strategic thinking, time management, decision-making, customer/client focus, organizational skills, and strong attention to detail.
  • Ability to meet deadlines mandatory.
  • Exceptional interpersonal and communications skills and ability to cope with a variety of situations and manage several accounts without difficulty also required.
  • Must maintain highest level of Confidentiality at all times.
  • Ability to communicate effectively (verbal and written)
  • Bi-lingual (French)
  • Excellent interpersonal skills

Proficient Computer Skills:
Must have working knowledge of Excel and Word,

  • Ability to multi-task & follow up
  • Strong attention to detail
  • Ability to identify discrepancies and take initiative to research variances and correct

Hours Required:
Monday to Friday 8:30AM to 5:00PM or as needed

Physical Demands:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is frequently required to talk or hear, sit, use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; and occasionally required to stand; walk; climb stairs. The employee must occasionally lift and/or move up to 20 pounds. Specific vision abilities required by the job include close vision and the ability to adjust focus.

Work Environment:
Work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The usual environment is in a business office with a noise level in the work environment that is usually moderate.
This position is non-exempt
NSD maintains a drug-free workplace and performs pre-employment substance abuse testing.

Nation Safe Drivers provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, pregnancy, marital status, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

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