Client Services Specialist

2 weeks ago

Sulphur Springs, Texas, United States Holt Group Inc Full time

This role is dedicated to facilitating communication and coordination of client services that guarantee exceptional service outcomes for our clientele. Responsibilities include regular updates on service status for each client, along with thorough research, problem-solving, resolution, and follow-up on client inquiries, concerns, and feedback regarding their service experience.

The individual in this position is expected to embody the following practices consistently: 1) Exhibit alignment with the organization's mission and core values; 2) Collaborate with essential internal and external stakeholders; 3) Engage in continuous personal development.

Key Responsibilities:

  • Oversees daily operations to achieve departmental objectives through effective prioritization and resource scheduling.
  • Maintains daily communication with clients, coordinators, and sales personnel regarding scheduling, estimates, and equipment repairs.
  • Ensures that client expectations for communication, information, and updates are consistently met or surpassed.
  • Works closely with key parts and service personnel to ensure seamless information flow and processes focused on delivering outstanding client service.
  • Provides administrative support, including answering calls, responding to emails, addressing inquiries, and offering information to client callers.
  • Ensures accurate and timely coordination of information and documentation, facilitating efficient departmental operations.
  • Processes client payments through various methods and applies them to respective jobs in the business system.
  • Generates purchase orders and verifies timely entry into work orders within the business systems.
  • Collaborates with supervisors on the daily management of work orders.
  • Maintains departmental reports on a daily and monthly basis.
  • Adheres to safety policies and procedures, ensuring a safe working environment at all times.
  • Demonstrates regular and punctual attendance.
  • Performs additional duties as assigned.
Knowledge, Skills, and Abilities:
  • Proficient in computer systems and multi-line phone operations.
  • Familiarity with basic office practices and procedures.
  • Proficient in Microsoft Office Suite (Word, Excel, Outlook).
  • Excellent verbal, written, and interpersonal communication skills.
  • Exceptional client service abilities.
  • Strong interpersonal skills to build relationships across various departments and organizational levels.
  • Functional knowledge of critical applications is preferred.
  • Effective time management and prioritization skills.
  • Able to manage multiple projects and interact effectively with team members and management.
  • Self-motivated with the ability to work independently.
  • Competent in operating office machinery and computers.
  • Ability to comprehend written documents and effectively present information.
Education and Experience:
  • High School diploma or equivalent required.
  • Three or more years of direct service experience or five-plus years of industry experience preferred.
Supervisory Responsibilities:
  • None.
Travel:
  • Travel is not anticipated for this role.
Driver License:
  • A valid driver license is required.
Physical Requirements:
  • This position involves extended periods in a stationary position, with occasional movement within the office.
  • Frequent communication with others, requiring accurate information exchange.
  • Routine use of standard office equipment such as computers and phones.
  • Occasional movement of items weighing up to 15 pounds.
  • Significant time spent standing, sitting, and walking.
  • Requires occasional visits to shop or yard environments.
  • Minimal kneeling, crouching, or reaching required.
  • Constant hand movement and good manual dexterity are necessary.
  • Communicates with clients, service managers, and colleagues regularly.
  • Must respond to visual and auditory signals, including alarms and instructions.
  • Regularly ascends and descends stairs.
Work Environment:
  • This position is typically performed in a professional office setting and may include a shop environment.
  • Frequently operates at a fast pace with unscheduled interruptions.
Disclaimer: The above statements are intended to describe the general nature and level of work performed by employees in this classification. They are not exhaustive lists of all responsibilities, duties, and skills required of incumbents in this role.

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