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Client Relations Supervisor

2 months ago

Austin, Texas, United States augmentjobs Full time
Job OverviewPosition Title: Client Services Manager

The Client Services Manager is responsible for directing and overseeing a team dedicated to providing outstanding service to clients, ensuring their requirements are addressed promptly and effectively. This position entails managing client engagements, resolving challenges, and enhancing service methodologies. The Client Services Manager will work closely with internal departments to improve the client journey and support client loyalty and satisfaction.

Key Responsibilities:
  • Direct and supervise the client services team, establishing performance objectives and offering training and guidance.
  • Manage daily client engagements, ensuring exceptional service quality, responsiveness, and client satisfaction.
  • Address complex client concerns and escalations promptly and professionally, ensuring favorable resolutions.
  • Formulate and execute strategies to enhance service delivery, optimize processes, and improve the overall client experience.
  • Track and evaluate client service metrics, including response times, satisfaction ratings, and resolution statistics, to pinpoint areas for enhancement.
  • Collaborate with sales, marketing, and product teams to maintain consistent messaging and service across all client interactions.
  • Conduct regular assessments of client feedback, surveys, and complaints to identify patterns and opportunities for service improvement.
  • Prepare and deliver reports on client service performance, challenges, and initiatives to upper management.
  • Ensure adherence to company policies, industry standards, and best practices in client service.
  • Stay updated on industry trends and best practices in client service management, applying relevant insights to enhance team performance.
  • Lead initiatives aimed at boosting client retention, loyalty, and satisfaction through targeted service improvements.
Required Qualifications:
  • Bachelor's degree in Business, Finance, Marketing, or a related discipline.
  • 4-6 years of experience in client services, customer support, or a similar role, with a minimum of 2 years in a leadership capacity.
  • Demonstrated success in managing and enhancing client service teams and processes.
  • Strong leadership and team management abilities, with a talent for motivating and developing personnel.
  • Exceptional communication, problem-solving, and conflict resolution skills.
  • Capability to establish and maintain robust relationships with clients, ensuring their needs are fulfilled.
  • Proficiency in client service software, CRM systems, and Microsoft Office Suite.
  • Strong organizational skills, with the capacity to manage multiple tasks and priorities concurrently.
  • Understanding of regulatory requirements and compliance in client services.
  • Experience in the financial services sector is advantageous.
  • Professional certifications in customer service management or a related area are preferred.