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Client Services Representative

2 months ago

Rochester, New York, United States ButlerTill Full time

Butler/Till is a results-oriented marketing agency dedicated to providing deeply collaborative client experiences, innovative technology solutions, and exceptional partnerships. As a proud independent, women-owned and led organization, we are committed to a purpose-driven approach, our B-Corp certification, and our unique structure as a fully employee-owned company (ESOP).

POSITION OVERVIEW

The Client Engagement Specialist acts as a customer advocate and problem solver, tasked with overseeing the client experience, delivering outstanding customer service, and addressing any issues or concerns. This individual serves as the initial point of contact for clients, managing incoming inquiries, providing answers, and determining the best course of action. This role necessitates strong communication, public relations, and customer service skills, along with the ability to cultivate trusting relationships and ensure client satisfaction.

Primary Objective: Deliver exceptional customer care and satisfaction.

Key Responsibilities:

  • Professionally manage incoming inquiries (phone/email/webform/chat) from clients, serving as the first line of contact.
  • Effectively communicate essential information both verbally and in writing, utilizing available reference materials.
  • Provide outstanding customer service, resolving issues or complaints swiftly and professionally.
  • Refer inquiries that require additional expertise to the appropriate team for further assistance.
  • Foster customer loyalty by exceeding expectations.
  • Work autonomously, demonstrating consistent follow-through.
Primary Objective: Support client education and fundamental marketing understanding.

Key Responsibilities:
  • Inform clients about the elements of their advertising program at a basic level.
  • Exhibit a fundamental grasp of marketing principles.
  • Apply knowledge of marketing strategies such as branding, paid search, and digital content.
Primary Objective: Enhance team collaboration and success.

Key Responsibilities:
  • Collaborate effectively with team members in a cooperative environment.
  • Maintain organized and detail-oriented work while multitasking efficiently.
  • Manage internal and client relationships with flexibility and insight.
  • Demonstrate a commitment to learning and developing the skills necessary for success in this role.
Additional Responsibilities:
  • Stay informed about industry trends and advancements related to customer service and marketing.
  • Adapt to evolving client needs and expectations.
  • Contribute to the enhancement of customer service processes and procedures.
Qualifications

Required
  • 1+ years of experience in Customer Service.
  • Associate's Degree in Marketing, Business, Consumer Relations, or a related field.
  • Proficiency in Microsoft Office tools, including Word, Excel (including pivot tables), and PowerPoint.
  • Experience with customer service systems and tools.
  • Strong public relations, written and verbal communication, and interpersonal skills.
  • Ability to work independently and collaboratively.
  • Excellent organizational and multitasking skills with a keen attention to detail.
  • Flexible and intuitive personality, capable of managing internal and client relationships.
  • Energetic and committed to continuous learning and skill enhancement.
Preferred
  • Bachelor's Degree in Marketing, Business, Consumer Relations, or a related field.
  • Knowledge of Digital and Traditional Marketing.
  • Familiarity with Google Docs or PowerBI.
CORE COMPETENCIES
  • CUSTOMER FOCUS: Committed to understanding client business challenges and delivering ongoing value.
  • COLLABORATIVE: Works seamlessly with teams and across the organization.
  • AGILITY: Continuously learns and adapts to changing circumstances.
  • RESULTS ORIENTED: Takes accountability for delivering business outcomes, even in dynamic situations.
  • DISCIPLINED: Plans and prioritizes work consistently, aligning with key team members before taking action.
WORK ENVIRONMENT & PHYSICAL DEMANDS

The characteristics of the work environment and physical demands described here are representative of those an employee may encounter while performing the essential functions of this job, typically in an office setting or home office. An employee in this role may be in a stationary position, often standing or sitting for extended periods while using office equipment and computers. The noise level in the office environment is generally moderate. Reasonable accommodations may be requested to enable individuals to perform essential functions.

Commitment to Diversity, Equity, Inclusion, and Belonging

Our commitment to Diversity, Equity, Inclusion, and Belonging (DEIB) is a fundamental aspect of our culture. We believe that the diversity and inclusivity of our workforce are vital strengths. As you join our community, you'll find that we are dedicated to making a positive impact, not only for our clients but also for the communities where we operate.

EEO DISCLAIMER

Butler/Till is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind, regardless of race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

COMPENSATION

Butler/Till is committed to providing transparency regarding our compensation philosophy and ensuring equitable pay practices for our employee owners. The compensation range for this position is $36,000 - $52,000 and represents the annual salary range. Base pay offered may vary depending on multiple individualized factors, including skills and experience.

This is just one component of Butler/Till's total compensation package for employee owners, which may also include other elements such as an employee stock ownership plan (ESOP), an annual bonus, and a comprehensive benefits package, including paid time off benefits.