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Client Relations Specialist

2 months ago

Naples, Florida, United States NEST - Integrated Facilities Management Full time

NEST is a leader in the Integrated Facilities Management (IFM) sector. Since its inception in 1994, we have partnered with clients to deliver significant cost efficiencies through cutting-edge technology and operational excellence, all while preserving their brand integrity. Choosing an IFM partner that comprehends your business is crucial for the success of any multi-site organization, and NEST possesses the expertise to demonstrate this.

Position Overview

All Associates are expected to engage professionally by proactively fostering and sustaining effective working relationships with both internal and external stakeholders. This includes collaboration with NEST Team Members, technology partners, independent service providers, and clients. The primary modes of communication with customers will include phone calls, emails, texts, and instant messaging. Successful candidates must exhibit strong organizational skills, attention to detail, and the ability to thrive in a team-oriented environment. Proficiency in phone, email, customer service, and intermediate computer skills is essential.

All NEST associates are expected to adhere to attendance and punctuality standards, engage honestly and fairly with colleagues, management, and the public, promote a positive workplace culture, and operate efficiently within their designated roles. Each associate is tasked with striving to meet or exceed departmental objectives and deadlines while maintaining professional relationships that align with the company's core values, ultimately delivering exceptional customer satisfaction.

Reporting directly to the ISP Relations Manager, all ISP Relations Associates will engage professionally by proactively establishing and maintaining effective working relationships with internal and external stakeholders. This includes collaboration with NEST Team Members, technology partners, independent service providers, and clients. The primary modes of communication with customers will include phone calls, emails, texts, and instant messaging.

We are looking for an ISP Relations Associate who showcases strong communication abilities, meticulous attention to detail, and the capacity to manage multiple tasks while prioritizing effectively in a fast-paced environment.

Key Responsibilities

Your primary responsibilities will include:

  • ISP Management: Ensure all Independent Service Providers (ISPs) are compliant, cooperative, and profitable.
    • Manage communication with both new and existing providers through the ISP Support line (inbound and outbound calls, emails regarding technical support, and assistance with store personnel).
    • Educate service providers on compliance documentation necessary for collaboration with NEST (contracts, insurance).
    • Ensure compliance of NEST service providers with all relevant insurances, contracts, and policies.
  • Onboarding Process: Execute proactive and reactive ISP hiring processes by onboarding new service providers in designated coverage areas with management support.
    • Identify ISPs requiring coaching, manage basic situations, and escalate issues as necessary with management support.
  • Portal Familiarity: Maintain familiarity with the ISP Portal and address troubleshooting issues as they arise.
  • Communication: Effectively convey the benefits and terms of collaboration with NEST to service providers.
  • Relationship Management: Engage frequently with NEST providers to discuss the business relationship and ensure successful completion of high-visibility or problematic work orders.
  • Negotiation: Responsible for negotiating service provider pricing to enhance gross profit.
  • Project Assistance: Support new programs and project rollouts related to client services.
  • Service Confirmation: Confirm services with ISPs and clients prior to scheduled dates.
  • Education: Guide service providers on using the service provider portal for payment status inquiries.
  • Work Order Management: Assist ISPs with work orders and review compliance reports.
  • Payment Education: Educate service providers on payment statuses for completed work.
  • System Maintenance: Maintain and update notes in the work order management system to monitor work order health and keep all parties informed.
  • Scheduling: Focus on unscheduled recurring work orders, assignments, scheduling, and follow-ups, along with reporting on missed services.
  • Departmental Procedures: Adhere to all defined departmental procedures and management directives.
  • Team Collaboration: Work proactively and reactively with the management team on issues, assisting in problem-solving and execution critical to business success.
  • Values Implementation: Understand and implement NEST values: responsibility to clients, colleagues, and providers.
  • Client Requirements: Maintain familiarity with client requirements and typical service requests.
  • Call Management: Maintain call records within standard goal ranges.
  • Technical Proficiency: Stay updated on productivity and technical tools to enhance job knowledge.
  • Performance Metrics: Meet departmental Key Performance Indicators (KPIs) and quality standards as defined by management.
  • Professional Communication: Demonstrate high-level phone and email skills, including professionalism, courteousness, and proper tone.
  • Work Order Prioritization: Demonstrate the ability to triage work orders and communications based on priority.
  • Industry Knowledge: Maintain a basic understanding of contractor/vendor/industry terminology.
  • Problem-Solving: Ask questions to clarify complex situations.
  • Team Support: Provide backup coverage for team members and assist during high-volume periods.
Success Factors

NEST is a competency-focused organization, and the ideal candidate for this role will embody the following core competencies:
  • Job Knowledge: Proficient in required job skills and knowledge; demonstrates the ability to learn and apply new skills; stays informed on current developments; requires minimal supervision; understands job interrelations; utilizes resources effectively.
  • Technology Utilization: Demonstrates required skills; adapts to new technologies; leverages technology to enhance productivity; keeps technical skills current.
  • Ethical Standards: Treats individuals with respect; honors commitments; inspires trust; operates with integrity and principles; upholds organizational values.
  • Professional Appearance: Maintains appropriate dress and grooming for the position.
  • Attendance and Punctuality: Consistently present and punctual; ensures responsibilities are covered during absences; arrives on time for meetings and appointments.
All employees must successfully complete a pre-employment skills assessment, background check, and drug screening prior to commencing employment.

All positions are remote and/or hybrid based on role and office proximity.

NEST is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, physical or mental disability, genetic factors, military/veteran status, or other characteristics protected by law.