Client Services Operations Administrator

About the role

Manages all activities associated with inbound/outbound customer inquiries, including developing and implementing policies and procedures on the flow of information for clients assigned. Establishes and implements performance/service standards. Ensures productivity meets or exceeds service and quality standards. Establishes and maintains industry relations. Provides coaching and mentoring to Client Service Administrators.

Responsibilities

• Communication regarding assigned accounts to field and our subcontractors
• Owns the communication of requested process improvements from assigned customers
• Escalates customers' issues to an appropriate level within the company as needed
• Resolves customers' pain points of clients
• Proactively looks for failure/potential failure, correcting them before the customers notice
• Work schedule may be 40+ hours per week and may include working on weekends as needed
• Builds expertise in assigned verticals
• Collaborates with internal departments, service branches, and technical and operations managers to facilitate the resolution of complex administrative and service issues to ensure customer satisfaction

Requirements

• High school diploma or equivalent required
• College degree preferred but equivalent work experience is acceptable
• 3-5 years client management experience
• Experience working in sales and billing is helpful
• Must have and express a sense of urgency when dealing with client and partner concerns
• Strategic and innovative thinking skills
• Experience in project management, project or peer leadership, customer service, and conflict resolution
• Strong written and verbal communication skills
• Organizational and project management skills
• Ability to multitask
• Detail-oriented
• Ability to learn new business unit software programs as needed

Benefits

• Health benefits including Medical, Dental, Vision, Disability, and Life Insurance
• 401(k) retirement plan with company-matching contributions
• Vacation days & sick days
• Company-paid holidays & floating holidays
• Training and development programs available
• Tuition Reimbursement benefits (for FT Colleagues)