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Client Engagement Specialist

2 months ago

Carol Stream, Illinois, United States OSG Full time
Job Overview

We are seeking a dedicated Client Experience Representative to enhance our service delivery for Healthcare clients.

Output Services Group (OSG) is in search of a committed Client Experience Representative who will oversee all facets of assigned projects to surpass client expectations regarding quality and service within our healthcare division. This role acts as the primary point of contact for clients, ensuring a positive initial impression of our organization and the exceptional service we offer.

The individual in this position will focus on identifying and resolving issues effectively while fostering robust relationships with clients to encourage both existing and new business opportunities. The primary goal is to achieve high levels of client satisfaction through excellent responsiveness, in-depth knowledge of each account, and effective issue resolution. The Client Experience Representative will manage a diverse portfolio, covering over 300 clients.

A successful candidate will thrive in a dynamic shared service model environment, serving as a key contributor to the client experience by delivering top-tier service and support. This will be accomplished through managing intake communications, responding to inquiries via our support line, and collaborating internally with various functional teams using tools such as Salesforce, ServiceNow, and AzureDevOps.

Key Responsibilities

  • Exhibit a comprehensive understanding of the shared model workflow.
  • Receive client data instructions and project specifications, converting them into actionable job instructions for internal technical and operations teams.
  • Proactively identify opportunities for process enhancements and profitability improvements within the account base.
  • Assist with pricing transitions and the implementation of new programs and ad hoc projects.
  • Provide timely updates to clients and communicate potential risks or delays that may impact them.
  • Maintain regular status calls with clients to ensure ongoing communication.
  • Continuously monitor account health and engage the Client Success Manager as necessary.
  • Collaborate effectively with internal teams to resolve issues and enhance the overall client experience.
  • Utilize Salesforce and/or facility platforms for efficient case management.

Qualifications

  • Bachelor's degree in Business, Marketing, Communications, or a related field preferred, or equivalent work experience.
  • Minimum of 3 years' experience in a client representative, client manager, or similar role is preferred.
  • Exceptional written and verbal communication skills across various formats (i.e., phone, email, text, video conferencing, in-person).
  • Outstanding ability to cultivate strong client relationships.
  • Strong attention to detail for Corrective Action Reports, Service Level Agreements, status reports, and other essential business correspondence.
  • Ability to analyze client data and reports for patterns, anomalies, and quality assurance.
  • Proven ability to meet deadlines while managing multiple client deliverables.
  • Self-motivated, inquisitive, and consistently eager to learn.
  • Previous experience in print and mail services is preferred but not mandatory.
  • Experience with Salesforce or CRM systems is advantageous.