Customer Service Liaison

6 days ago

Boca Raton, Florida, United States NSD NEWCO Full time
Job Summary

We are seeking a highly skilled Client Relations Representative to join our team at NSD NEWCO. The successful candidate will be responsible for investigating and resolving complex service-related disputes, analyzing existing programs and policies, and providing recommendations for improvements in customer service systems and relations.

Key Responsibilities
  • Investigate and resolve complex service-related disputes involving customers and clients.
  • Analyze existing programs and policies to ensure compliance, retention, and overall satisfaction.
  • Provide recommendations for improvements in customer service systems and relations.
  • Maintain the client relationship for designated accounts through rapport building, communication, and commitment.
  • Serve as an internal liaison and facilitator regarding customer/client billing disputes and claims.
  • Advocate customer/client viewpoints to management on decisions directly affecting service-related concerns.
  • Perform root cause analysis of customer disputes and initiate corrective action with management to improve customer relations.
  • Analyze and recommend improvements in customer service policies, systems, programs, and services.
  • Provide opportunities for client involvement and input on service-related issues and concerns to demonstrate commitment and responsiveness to customer needs.
  • Set customer expectations as regards to responsiveness, feedback, and resolution and deliver on said expectation.
  • Provide weekly updates and reports to Client Relations Supervisor.
  • Document issues of non-compliance from third-party call centers and vendors.
  • Assist other Client Relations Reps and advise the Client Relationship Manager and others in a need-to-know position of ongoing status of negative trends and other issues.
Requirements
  • High School Graduate with a Diploma (minimum)
  • Three years of customer service experience and one year of managing the client relationship
Preferred Qualifications
  • Problem solving/analysis, strategic thinking, time management, decision-making, customer/client focus, organizational skills, and strong attention to detail
  • Ability to meet deadlines mandatory
  • Exceptional interpersonal and communications skills and ability to cope with a variety of situations and manage several accounts without difficulty
  • Must maintain highest level of Confidentiality at all times
  • Ability to communicate effectively (verbal and written)
  • Bi-lingual (French)
  • Excellent interpersonal skills
  • Proficient computer skills: must have working knowledge of Excel and Word
  • Ability to multi-task & follow up
  • Strong attention to detail
  • Ability to identify discrepancies and take initiative to research variances and correct
Work Environment

The usual environment is in a business office with a noise level in the work environment that is usually moderate.

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