Client Relations Specialist

2 weeks ago

Portland, Maine, United States Systems Engineering Full time
At Systems Engineering, we are dedicated to empowering our clients, employees, and the community.

As a leading technology employer in Northern New England, we pride ourselves on being 100% employee-owned, which allows us to foster a unique environment that combines shared equity with empowerment, creating exceptional career development opportunities.

We are currently looking for a full-time Client Relations Specialist to become a vital member of our Client Support Team. In this role, you will serve as the initial point of contact for our clients, playing an essential part in delivering outstanding client service by managing the problem triage, oversight, and resolution process through email and phone support. Your responsibilities will include enhancing the overall client support experience. As a key intermediary between our clients and internal teams, you will be instrumental in ensuring client satisfaction, resolving issues, and facilitating effective communication.

Every day, you will have the chance to cultivate relationships with businesses, collaborating with clients from diverse industries across northern New England. You will gain exposure to a broad range of technology solutions and benefit from continuous learning opportunities within the information technology sector. This position is ideal for individuals eager to build a career in information technology and grow alongside a reputable company.

We seek a client-oriented, detail-focused, and highly driven team player who enjoys problem-solving, cross-team collaboration, and has a proven track record of delivering exceptional client service.

Key Responsibilities:
  • Client Engagement: Act as the primary contact for client inquiries, concerns, and requests, ensuring timely and accurate communication through phone and email, while maintaining a positive client experience by addressing inquiries promptly and professionally.
  • Problem Resolution: Identify and troubleshoot client issues, working closely with internal teams to develop effective solutions, track and manage the resolution process, keeping clients informed of progress and outcomes, and proactively addressing potential challenges to prevent escalation and ensure client satisfaction.
  • Relationship Development: Establish and nurture strong relationships with clients to understand their needs and preferences, occasionally gathering feedback to identify areas for improvement and sharing insights with relevant teams.
  • Internal Collaboration: Collaborate with internal teams (Sales, Engineering, Operations) to manage service requests and facilitate problem resolution for clients, lead daily team huddles to ensure efficient resource deployment, and coordinate necessary technical resources to address a variety of routine and complex IT issues using an organization-wide Client Relationship Management (CRM) platform.
  • Process Enhancement: Identify opportunities to streamline and improve client support processes, collaborating with cross-functional teams to implement enhancements and ensure optimal service delivery.
Qualifications:
  • Demonstrated experience in client support, customer service, or a related field.
  • Exceptional communication and interpersonal skills, with the ability to handle various client situations with enthusiasm, empathy, and integrity.
  • Experience in providing phone support is highly preferred.
  • Strong problem-solving skills and a proactive approach to addressing challenges.
  • Ability to multitask and prioritize effectively in a fast-paced environment.
  • Commitment to delivering outstanding client experiences, with a positive and cooperative attitude towards internal teammates and external clients.
  • Familiarity with CRM systems and support ticketing platforms is preferred but not mandatory.
  • Proficiency in computer applications, particularly Microsoft Office tools (Outlook, Word, & Excel) is strongly preferred.
  • This is a hybrid role requiring onsite presence at our offices at least two days a week, with standard work hours from Monday to Friday, 8 am to 5 pm.
Our Culture & Benefits:

Systems Engineering operates from three office locations. Our Portland, Maine office is centrally located, providing easy access to waterfront, trails, parks, and restaurants. Our New Hampshire Office is situated in a prominent tower close to downtown. Our Pineland Farms Office is located on a scenic campus.

As a 100% employee-owned company, the employee-owners of Systems Engineering are our most valuable assets, having collectively established Systems Engineering as a Best Places to Work Company in Maine for a decade. We are committed to delivering excellent outcomes for our Culture, Clients, and Community by fostering a culture focused on continuous learning, community impact, and Employee-Ownership.

In addition to a competitive salary, our benefits package includes:
  • Employee Ownership (Employee Stock Ownership Plan) - As an employee-owner, you directly contribute to the strategic direction, growth, workplace culture, and future of the company.
  • Employer 401k matching contributions.
  • Profit-Sharing.
  • Comprehensive medical, dental, life, and short & long-term disability insurance.
  • Paid Time Off starting with 17 days PTO, nine paid holidays, and two weeks paid parental leave.
  • Community Engagement benefits including paid community volunteer time and employer-charitable match.
  • Engaging wellness programs including onsite health coaching and fitness facilities.
  • Career mobility and professional development opportunities, with employer-supported training, learning, and certification options.
  • A dynamic, fun, and active community culture.
  • Business casual work attire.
  • A hybrid workplace that promotes collaboration, mentorship, and training & development opportunities across our organization.
  • Employer-provided parking at our office locations.
Due to the nature of our business and the requirements of ITAR regulations, this role may require access to controlled information and technology. Candidates must be U.S. citizens or lawful permanent residents and be willing to undergo a thorough background check as part of the employment process. Systems Engineering values diversity and is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other status protected by law.

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