Client Relations Specialist

1 week ago

Texarkana, Texas, United States InstallNET International Full time
Job Overview

Our Mission:

At InstallNET International, we lead the industry in project management, furniture installations, and decommissioning, backed by over 25 years of experience. We are dedicated to delivering exceptional customer service and operational efficiency while fostering the development of our internal teams. Our strategic focus is on ensuring success for our clients, employees, service providers, and the communities we engage with.

Position Summary:

The Operational Support Coordinator plays a crucial role within our Strategic Team, contributing to various functions across the organization, including Operations, Partner Relations, and Account Management. This position is centered on providing outstanding service, with an emphasis on assisting both our internal teams and service providers. The Coordinator actively interacts with our self-service project platform, organizes events, conducts outreach initiatives, anticipates needs, troubleshoots issues, resolves problems efficiently, and consistently suggests enhancements to our processes and procedures. While experience in project management is beneficial, it is not a prerequisite.

Key Responsibilities:

  • Respond to inquiries from potential providers, current clients, and internal colleagues in a timely and professional manner.
  • Maintain a high level of accuracy and attention to detail when updating databases, reports, and essential information.
  • Develop and maintain strong, personable relationships with service providers and internal teams to facilitate support and alignment, leading to improved processes, increased productivity, and enhanced customer satisfaction.
  • Assist in organizing meetings, conferences, webinars, and regional events as required.
  • Perform additional tasks as assigned by the Strategic Alliance Manager and Team Leads.
  • Generate and distribute reports on a scheduled basis, ensuring accuracy and thoroughness.
  • Compile and analyze data related to surveys, provider inquiries, and other relevant metrics to identify trends and insights.
  • Support tracking of monthly metrics and growth projections for provider and client accounts.
  • Create training, outreach, and internal support materials.
  • Participate in provider performance evaluations and utilize feedback for continuous improvement.
  • Develop processes aimed at enhancing customer service and strengthening the network.
  • Ensure timely delivery of reports to designated recipients.
  • Identify and resolve challenges faced by providers and customers.
  • Maintain high customer satisfaction levels by delivering exceptional service and resolving issues promptly.
  • Support the Installhub self-service platform by addressing concerns and facilitating improvements.
  • Compile and analyze data related to Installhub, provider inquiries, and other relevant metrics to uncover trends and insights.
  • Assist with administrative duties for Installhub and related projects.
  • Respond to partner inquiries within a defined timeframe, ensuring timely communication and striving for efficient resolution while maintaining quality and accuracy.

Qualifications:

  • High School Diploma or equivalent; an associate or bachelor's degree in a relevant field is preferred.
  • Prior experience in customer service, dealer service, or a support role.
  • Familiarity with ERP databases, proficiency in customer service software, CRM systems, and MS Excel.
  • Strong problem-solving skills, characterized by a proactive attitude, curiosity, and the ability to think strategically, tactically, and analytically.
  • Excellent verbal and written communication abilities.
  • Ability to work effectively under pressure while maintaining strong problem-solving capabilities.
  • Capacity to take initiative, multitask, prioritize, and manage time efficiently.
  • Attention to detail and accuracy in order processing and reporting.
  • Ability to work independently as well as collaboratively within a team.

Benefits:

  • Medical insurance
  • Vision insurance
  • Dental insurance
  • 401(k) plan

Employee Perks:

  • Performance-based incentive bonuses
  • Access to on-site gym facilities
  • Hybrid work schedule
  • Quarterly team-building activities

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