Strategic Client Services Representative

3 days ago

Mt Laurel Township NJ USA, United States Harmony Roze Staffing & Recruiting Full time
Job Description:

Job Type: Full-time

Industry: Consumer Electronics

Work Hours: 37.5 hours per week

Work Schedule: Hybrid (in-office and remote)

Job Summary:

We are seeking a highly skilled and experienced Strategic Client Services Representative to join our team at Harmony Roze Staffing & Recruiting. As a key member of our client services team, you will be responsible for providing exceptional customer support and service to our strategic clients.

Key Responsibilities:
  • Act as the single point of contact for and take ownership of a portfolio of customers
  • Responsible for servicing all aspects of the strategic client relationship, including but not limited to:
    • Responding to customer inquiries in a timely manner to provide best-in-class customer service while maintaining internal aging receivable levels
    • Conducting large-scale reconciliation and cash application analyses
    • Root cause, problem-solving, and developing action plans for complex customer-facing issues
    • Simultaneously handling issues spanning multiple disciplines across complex, multi-schedule clients
    • Developing, utilizing, and effectively translating multiple types of reporting to visualize the high-level picture of the portfolio as well as individual customers
    • Reading, understanding, and acting on customer purchase orders, invoicing requirements, payment methods, and the processes involved with them
    • Understanding and executing the end of lease process for multiple lines of business as well as individual customer requirements
    • Identifying, understanding, and overseeing the rebooking process for customers in the portfolio stemming from errors, changes to contracts, or contractual obligations
    • Engaging with various business partners and all levels of partners within our strategic clients
  • Complete other high-priority projects assigned by the leadership team
Results Expected:
  • Achieve and maintain exceptional customer satisfaction scores
  • Achieve and maintain exceptional quality assurance scores
  • Achieve aging receivable and productivity goals
  • Achieve other goals as assigned by leadership
  • Demonstrate exceptional customer service and listening skills and provide timely follow-up
  • Ability to work independently and make customer-impacting decisions, consistently providing quality work with minimal leadership supervision
  • Demonstrate a positive attitude, quality work ethic, work well with others, and respectful of other associates at all times
Requirements:
  • Bachelor's degree or equivalent experience preferred
  • Experience preferred: 1-3 years of collections/customer service experience
  • Strong verbal and written communication skills
  • Intermediate knowledge level of Microsoft Office products, specifically Excel and Word
  • Requires individuals to work successfully within a team environment and inter-departmentally to ensure service levels, group, and individual metrics are met
  • Experience with large customers containing multiple schedules
  • Experience with governmental entities a plus
  • Experience with understanding payment application and payment reconciliations
  • Proven analytical problem-solving skills and basic math skills required
  • Ability to multitask and excel in a fast-paced environment
  • Strong ability to prioritize, with excellent time management skills
  • Successful utilization of systems: Salesforce, Unified Desktop

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