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Client Service Representative
2 months ago
We are seeking a highly skilled and experienced Client Service Representative - Lead to join our team at Business Wire. As a key member of our Client Service team, you will be responsible for managing the account setup workflow, ensuring that team members cultivate customer relationships and complete each new or reactivated account setup to our high standards and workflows.
Key Responsibilities:
- Manage the account setup workflow, removing and adding CSRs according to their schedule
- Objectively analyze problem situations, taking personal responsibility for identifying a resolution and steps to provide a solution and remain engaged until a solution is reached
- Act as an example to team members by maintaining a positive attitude and demonstrate effective leadership to ensure that everyone on the team succeeds in their role
- Review, approve/reject submitted Membership Applications as a member of NAIT, following new account protocols and workflows
- Provide training and follow up with CSRs when workflow and/or processes are not followed
- Collaborate with NAIT team members and provide assistance on second opinions, problem submissions and workflow improvements
- Field incoming queries from prospective and existing clients, including but not limited to, pricing, billing/collection matters, general product information and other related questions
- Process membership applications, manage account setup and transition to Sales Development Representative
- As necessary, review inbound leads not related to membership applications and account setup and to determine the appropriate next step for routing
- Collaborate with colleagues on specific client interactions, record activity in Salesforce, and ensure proper client follow up occurs as needed
- Act as liaison between client, sales team, marketing and newsroom to ensure that client needs are met
- Keep current with public and investor relations industry trends
- Work as a team member to provide outstanding customer service and support
- Directly manage team members and handle people management tasks, including but not limited to: Managing Time and PTO requests in Workday, goal setting and tracking, writing and conducting annual Performance Reviews, team scheduling, conducting regular 1:1 meetings, overseeing team and individual motivation and discipline
- Possess a working knowledge of products and applications as the backbone for understanding customers needs and making suggestions for solutions
- Strong interpersonal skills and ability to develop relationships with clients across an organizational hierarchy, including executive/C-level
- Strong organizational, time management and multi-tasking skills
- Ability to work under time constraints and deadlines
- Excellent written and verbal communication skills
- Ability to research, problem solve and articulate a response either via email or phone
- Proficient in standard business applications including Microsoft Office (Word, Excel) and ideally, a CRM system such as Salesforce, HubSpot, Slack and Quip
- Ability to prioritize time to maximize the greatest overall return on effort spent and probe for sufficient information to determine the significance and urgency of a specific task and devoting the appropriate amount of time to any given task based upon its relative impact on the successful completion of key job objectives
Requirements:
- BA/BS degree, or international equivalent, and customer service experience preferred
- 1 year of sales experience preferred
