Client Relations Specialist

2 weeks 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 liaison for clients in their daily interactions, representing the forefront of our Client Experience organization and shaping the client's initial perception of our services.

The ideal candidate will proactively identify and resolve issues while fostering strong relationships with clients to encourage both existing and new business opportunities. The main objective is to ensure high levels of client satisfaction through exceptional responsiveness, in-depth knowledge of each account, and effective issue resolution. This position will manage a diverse portfolio encompassing over 300 clients.

A successful candidate will thrive in a dynamic shared service model environment, serving as a pivotal contributor to the client experience by delivering top-tier service and support. Responsibilities will include managing intake communications, responding to inquiries via our support line, and collaborating internally with various departments using platforms such as Salesforce, ServiceNow, and AzureDevOps.

Key Responsibilities

  • Exhibit comprehensive knowledge of the shared model workflow.
  • Receive and interpret client data instructions and project specifications, converting them into actionable job instructions for internal teams.
  • Identify opportunities for process enhancements and profitability improvements within the client base.
  • Assist with pricing transitions and the implementation of new programs and special projects.
  • Provide timely updates to clients and communicate potential risks or delays affecting them.
  • Maintain regular status calls with clients to ensure transparency.
  • Continuously monitor account health and collaborate with the Client Success Manager as necessary.
  • Work effectively with internal teams to resolve issues and enhance the overall client experience.
  • Utilize Salesforce or relevant platforms for case management efficiently.

Qualifications

  • Bachelor's degree in Business, Marketing, Communications, or a related field preferred, or equivalent work experience.
  • 3+ years of experience in a client-facing role, such as client representative or client manager, is preferred.
  • Exceptional written and verbal communication skills across various formats.
  • Proven ability to cultivate strong client relationships.
  • Detail-oriented with a focus on Corrective Action Reports, Service Level Agreements, and critical business communications.
  • Capability to analyze client data and reports for trends and quality assurance.
  • Ability to manage deadlines while handling multiple client deliverables.
  • Self-driven, inquisitive, and eager to learn.
  • Previous experience in print and mail services is advantageous but not mandatory.
  • Familiarity with Salesforce or CRM systems is a plus.

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