Client Relations Specialist - ServiceMac

About the role

Establish, build, and maintain mutually beneficial relationships with assigned Specialty Markets clients. Provide full service customer service (from 1st tier/routine to 2nd tier/complex) and focus on complex customer service issues. Analyze customer needs, identify problems, research issues, and recommend solutions.

Responsibilities

• Provide customer training/product demonstrations. Training involves determining customer needs, customizing and/or creating presentations/information to meet customer needs/applications, training delivery and checking for understanding. Usually travels to customer site to deliver training.
• May serve as liaison to offshore customer service operations providing training to entry level customer service clerks, 2nd tier customer service resource; determine/provide significant input to policies and procedures.
• Make recommendations to and strongly influences management and other staff on process improvements, product enhancements, and/or software.
• Keeps management informed of market conditions.
• May test alpha software and make recommendations to manager/programmers on viability from a customer perspective.
• May provide technical support.
• Analysis of customer systems, including Zendesk and Valon platforms, troubleshoots problems, recommends solutions, coordinates