Client Relations Specialist
2 weeks ago
JOB TITLE: Client Relations Specialist STATUS: Non-Exempt
DEPARTMENT: Customer Support
REPORTS TO: Director of Customer Support
FULL/PART-TIME: Full-Time
POSITION OVERVIEW:
The Client Relations Specialist is tasked with managing all incoming inquiries related to service applications and requests, along with other associated responsibilities concerning the full range of services offered. This role also involves directing calls related to various Northland Communications products or services to the correct departments or personnel and providing assistance to other teams as necessary. The Client Relations Specialist is accountable for accurately processing orders and entering data into the billing system while addressing a variety of customer concerns regarding Northland products and services.
KEY RESPONSIBILITIES:
1. Respond to main phone lines promptly, addressing customer needs, directing calls to the appropriate personnel, or taking messages as required.
2. Adhere to all industry regulations and compliance requirements, including but not limited to CPNI, Red Flag, and porting obligations.
3. Prepare and reconcile various monthly reports.
4. Manage Accounts Receivable.
5. Provide support to other departments and serve as backup for colleagues in Customer Support as needed.
6. Execute order writing, review, data entry, billing tasks, and follow-up for all services.
7. Develop proposals, presentations, and contracts for business clients.
8. Handle miscellaneous accounting tasks, including processing overpayments, credit transfers, and misapplied payments.
9. Coordinate and assist with external events.
10. Perform office administration tasks, including payroll, supply ordering, and invoice processing.
11. Manage complex multi-site service orders, special projects, and product rollouts as required.
12. Conduct collection activities for the company and manage accounts with overdue payments as necessary.
13. Undertake additional duties and special projects as assigned.
SUPERVISORY RESPONSIBILITIES: N/A
EQUIPMENT AND SOFTWARE UTILIZED:
Proficient use of equipment such as computers, telephones, calculators, fax machines, and photocopiers is required. Familiarity with software including Ccare, Reporting V2, Billing Reports- Accounting, Microsoft Word, Microsoft Excel, Microsoft Publisher, Outlook Explorer, and Internet is essential.
MINIMUM QUALIFICATIONS:
1. High School Diploma is required.
2. An Associate degree and/or experience in telecommunications is preferred.
3. Strong organizational skills and attention to detail are essential.
4. Excellent communication abilities are required.
5. Strong mathematical skills are necessary.
6. Job rotation between offices may be required.
7. A valid Driver's License and reliable transportation for attending meetings and events are necessary.
ACCOUNTABILITIES:
1. Deliver exceptional customer service to both potential and existing clients by consistently providing accurate information and processing orders correctly.
2. Collaborate effectively with peers, management, and customers in a professional manner.
3. Demonstrate problem-solving skills by making informed decisions and efficiently accomplishing tasks.
4. Exhibit professionalism by adhering to company policies and representing the organization in alignment with its values.
5. Communicate effectively, both in writing and verbally, with internal and external stakeholders.
6. Show adaptability by accepting new responsibilities and participating in training to enhance knowledge of Northland products and services.
7. Maintain reliability by following instructions and completing assignments accurately and on time.
8. Demonstrate strong organizational skills in planning and prioritizing work.
9. Exhibit dependability through satisfactory attendance and work ethics.
EMPLOYER'S DISCLAIMER:
All employment offers are contingent upon successful background checks. The company reserves the right to rescind offers based on background check results. All requirements are subject to modification to accommodate individuals with disabilities. This job description does not imply that these are the only duties to be performed by the employee in this position. Employees may be required to follow other job-related instructions and perform additional duties as needed. This document does not create an employment contract, other than an 'at will' employment relationship. We are an equal opportunity employer, considering applicants for all positions without regard to race, color, religion, creed, gender, national origin, age, disability, marital or veteran status, sexual orientation, or any other legally protected status.
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