Client Advocate - Mon–Fri 8:00 AM – 5:00 PM

About the role

The Client Advocate is a critical role for both VRC Operations and our Clients, reporting to the Director of Customer Care. The Client Advocate builds and preserves trusting relationships with key customers in the assigned region and partners with internal departments such as Operations, Care, and Sales to ensure clients’ needs are consistently met, driving customer satisfaction and retention. Each Client Advocate manages a portfolio of customers by region for accounts that spend $5,000 per month.

Responsibilities

• Develop and maintain strong relationships with key clients in the assigned region, understanding their Information Management strategy, pain points, and future needs, and align those needs with VRC’s solutions.
• Create a detailed plan for top customers in the region to address future Information Management needs and rectify challenges.
• Act as a customer advocate within the organization, ensuring client feedback is heard and acted upon to continuously enhance service delivery.
• Handle concerns or conflicts raised by key clients, demonstrating proficiency in conflict resolution while maintaining positive relationships.
• Collaborate with internal teams, including Sales, Operations, and Care, to deliver seamless service and solutions to assigned accounts.
• Monitor, analyze, and report on clients’ usage of VRC services, identifying trends or risks that may need to be addressed.
• Partner with Sales and Operations teams to ensure contractual SLAs and agreements with customers are met.
• Partner with the Enterprise Project Support team and Director of Customer Care to train Care agents on new Enterprise client ‘rules of engagement’ with VRC.
• Communicate client feedback to relevant departments for development and improvement.
• Perform other duties as assigned; responsibilities may change at any time with or without notice.

Requirements

• 3+ years of industry experience.
• Proven customer support experience.
• Strong analytical and problem-solving skills to resolve customer issues.
• Excellent communication skills, including listening and presentation abilities.
• Demonstrated ability to work collaboratively across teams and independently.
• Time management and multitasking skills to handle multiple tasks and clients.
• Customer-oriented mindset with experience delivering client-focused solutions.
• Strong understanding of the information management industry and VRC’s services (preferred).
• Proven ability to build and maintain strong client relationships, including negotiation skills.

Qualifications

• Knowledge of English and grammar.
• Pleasant telephone voice and manner.
• Ability to operate simple office equipment.
• Typing skills (preferably 45-55 wpm) with 95–100% accuracy.
• Proficiency in 10-key by touch.

Work Environment

• Must be able to tolerate heat in the summer and cold in the winter.
• Regularly required to stand and walk; occasionally required to sit, climb/balance, stoop, kneel, or crouch.
• Must be able to reach, handle, carry, and lift between 10 lbs. and up to 50 lbs.
• Regularly required to talk, hear, read, and identify numbers for accurate order filling and receiving of material.