Client Relations Specialist

2 weeks ago

Norristown, Pennsylvania, United States The Tustin Group Full time
Job Overview

Position Summary:

The Customer Experience Coordinator is integral to delivering outstanding service to both internal and external stakeholders. This role encompasses the management of field service schedules, addressing client inquiries, and performing daily administrative functions to uphold a high standard of customer satisfaction.

Primary Responsibilities:

  • Provide exceptional service experiences, exceeding client expectations while maintaining proactive communication.
  • Build and sustain strong client relationships through effective and timely interactions.
  • Work collaboratively with the Customer Experience Team and Service Manager to organize service operations and swiftly resolve any challenges.
  • Respond promptly and knowledgeably to service inquiries via calls and emails, consistently demonstrating a customer-centric approach.
  • Efficiently allocate service personnel based on their expertise, the nature of the request, and their geographical location, leveraging GPS technology for optimal routing.
  • Conduct daily assessments of service reports, adhering to established protocols to ensure accuracy and thoroughness.
  • Act as a dedicated advocate for customers, gathering feedback and reporting insights to the CARE and Leadership Team for ongoing improvement.
  • Foster relationships within the broader Tustin Group network to promote collaboration and support.
  • Contribute valuable insights during weekly manpower meetings regarding job status, customer interactions, and operational matters.
  • Meticulously execute all tasks outlined in the service coordinator training program, paying close attention to detail.
  • Assist with special projects as directed by management, demonstrating flexibility in adapting to changing responsibilities.

Qualifications:

  • High school diploma or equivalent; at least two years of experience in a coordination role or a similar capacity, or a relevant combination of education and experience.
  • Proficient in both spoken and written English, showcasing effective communication abilities.
  • Comfortable applying basic mathematical principles in everyday tasks.
  • Strong analytical skills with the ability to accurately interpret instructions.
  • Experienced in using inventory and scheduling software, internet tools, spreadsheet applications (Excel), and word processing software.

Physical Requirements/Work Environment:

  • Prolonged periods of sitting at a desk while utilizing a computer.
  • Regular typing and mouse usage throughout the workday.
  • Occasional standing and walking within the office to retrieve documents.
  • Ability to lift and move light office supplies, typically weighing up to 10 pounds.
  • Reaching and bending to access files and shelves.
  • Engaging in telephone conversations for extended durations to communicate with clients.
  • Visual acuity for reading and interpreting documents, emails, and computer screens.
  • Auditory skills to comprehend and respond to customer inquiries and communicate effectively with colleagues.

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