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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 upholding their brand identity. Choosing an IFM partner that comprehends your business is crucial for the success of any multi-site organization, and NEST has the proven expertise to support this endeavor.

Position Overview

All associates are expected to engage professionally by proactively building and sustaining effective working relationships with both internal and external stakeholders. This includes collaboration with NEST Team Members, technology partners, 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 collaborative environment. Proficiency in phone, email, customer service, and intermediate computer skills is essential.

All NEST associates are required to uphold standards for attendance and punctuality, engage honestly and fairly with colleagues and the public, foster a positive workplace atmosphere, and operate efficiently within their roles. Each associate is expected to strive 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 associates in this role will engage professionally by proactively establishing and maintaining effective working relationships with both internal and external stakeholders. The primary communication channels with customers will include phone calls, emails, texts, and instant messaging.

We are seeking a Service Provider Liaison who showcases strong communication abilities, meticulous attention to detail, the capacity to manage multiple tasks, and an understanding of financial concepts while thriving in a fast-paced environment.

Key Responsibilities

More specifically, your primary responsibilities will include:

  • ISP Management: Ensure all service providers are compliant, cooperative, and profitable, and maintain a willingness to collaborate with NEST.
    • Manage communication with both new and existing providers through various support channels.
    • Educate service providers on compliance documentation necessary for collaboration with NEST.
    • Ensure that service providers adhere to all relevant insurance, contract, and policy requirements.
  • Onboarding Process: Execute both proactive and reactive onboarding processes for new service providers across various regions.
    • Identify service providers needing coaching and manage basic situations, escalating as necessary with management support.
  • Portal Familiarity: Maintain familiarity with the ISP Portal and assist with troubleshooting as needed.
  • Relationship Management: Effectively communicate the benefits and terms of working with NEST to service providers.
  • Issue Resolution: Ensure successful completion of high-visibility or problematic work orders and address escalated issues.
  • Pricing Negotiation: Responsible for negotiating service provider pricing to enhance gross profit.
  • Program Support: Assist with the rollout of new programs and projects related to client services.
  • Service Confirmation: Confirm services with service providers and clients prior to scheduled dates.
  • Education: Guide service providers on the service provider portal for payment status inquiries.
  • Work Order Assistance: Support service providers with work orders and maintain compliance reports.
  • Payment Education: Inform service providers about payment statuses for completed work.
  • System Updates: Maintain and update notes in the work order management system to monitor progress and keep all parties informed.
  • Work Order Management: Focus on unscheduled recurring work orders and ensure completion percentages are met.
  • Team Collaboration: Work closely with the management team to address issues and assist in problem-solving and execution.
  • Core Values: Understand and implement NEST values, emphasizing responsibility to clients, colleagues, and service providers.
  • Client Requirements: Maintain familiarity with client needs and typical service requests.
  • Performance Metrics: Meet departmental Key Performance Indicators (KPIs) and quality standards as defined by management.
  • Communication Skills: Exhibit professionalism in phone and email interactions, ensuring clarity and respect.
  • Team Support: Provide backup coverage for team members and assist during peak periods.
Success Factors

NEST is a competency-focused organization, and the ideal candidate for this role will embody the following core competencies:
  • Job Knowledge: Demonstrates competence in required skills and knowledge; exhibits ability to learn and apply new skills.
  • Technology Proficiency: Adapts to new technologies and utilizes them to enhance productivity.
  • Ethics: Treats individuals with respect and upholds organizational values.
  • Professional Appearance: Maintains appropriate dress and grooming standards.
  • Attendance: Consistently punctual and responsible in work commitments.
All employees must successfully complete a pre-employment skills assessment, background check, and drug screening prior to employment.

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

NEST is an Equal Opportunity Employer, making employment decisions 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.