Client Engagement Specialist

2 weeks ago

Ann Arbor, Michigan, United States The Solutions Group Inc. Full time
CLIENT ENGAGEMENT SPECIALIST – IN-PERSON
Job Overview
Our organization, The Solutions Group Inc., is in search of a dedicated client engagement specialist.

The ideal candidate will possess a passion for music and a commitment to delivering an outstanding experience for our clients, from initial inquiries to ongoing support.

As a Client Engagement Specialist, you will be the welcoming voice for our customers, offering insights, pricing details, and expert advice on our offerings.

Your role will also be crucial in supporting our educational and rental initiatives, positively impacting the journeys of aspiring musicians.

Additionally, you will have the chance to interact directly with visitors in our showroom, sharing your enthusiasm for music and assisting them in selecting the ideal instruments and accessories to enrich their musical endeavors.

Key Responsibilities
  • Client Assistance: Deliver timely and courteous support to clients through various channels, including calls, emails, and live chat, effectively addressing their questions, concerns, and issues.
  • Relationship Development: Build and nurture strong connections with clients, showcasing empathy, active listening, and a sincere interest in their needs to encourage long-term loyalty.
  • Product Expertise: Acquire a solid understanding of our products and services, keeping informed about their features and benefits to accurately respond to client inquiries.
  • Process payments, resolve transaction issues, assist with financial reconciliations, and monitor for potential fraudulent activities.
  • Performance Metrics: Achieve or surpass key performance indicators (KPIs) and service level agreements (SLAs), such as customer satisfaction ratings and response times.

  • Provide information regarding a loyalty program and assist in setting up client accounts.
  • Documentation and Reporting: Maintain precise records of client interactions, documenting inquiries, issues, and resolutions in our customer relationship management system.
  • Support collections for rental and other programs.
  • Cross-sell relevant products and services.
  • Deliver exceptional client service, assist with inventory management, handle administrative tasks, set up displays according to marketing guidelines, and ensure a tidy and organized showroom environment.
  • Understand processes and guidelines to provide discounts and refunds when necessary.
  • Effectively de-escalate minor client complaints and situations.
  • When in the showroom, act as the responsible party for adhering to opening and closing procedures.
  • Support educational initiatives.

Client Support:

Manage invoicing, enter purchase orders, generate pricing quotes for educational institutions, process tax exemption certifications, and handle returns and exchanges.


  • Perform any additional duties as assigned.
Qualifications
  • High School diploma or equivalent required.
  • Some college education preferred.
Benefits
  • 401(k) with matching contributions.
  • Comprehensive medical, dental, and vision coverage.
  • Life insurance and short & long-term disability options.
  • Generous paid time off.
  • Employee discount program.

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