Client Account Representative

Position Summary: 

As a Client Account Representative (CAR) you will be responsible for developing trusted advisor relationships for all assigned clients. This position works closely with applicable internal members to jointly ensure all standards of care are being effectively executed for assigned clients. CAR's will provide assigned clients with excellent and prompt customer service, manage client accounts, ensure compliance, and build productive working relationships with clients within the framework of established client service policies. In addition to the primary responsibilities noted below, this position may perform client-specific duties such as special reporting, etc. as warranted. 

Essential functions, responsibilities: 

• Manages or performs select duties and tasks as defined by the Manager, Client Services. 

• Responds to client inquiries received by telephone, and/or email. 

• Takes lead on major account changes/initiatives and/or conflicts and communicates with appropriate departments. 

• Escalates issues that affect customer experience scores immediately. 

• Coordinates and effectively collaborates with internal members of the Account Teams, cross functional departments, and client/users to resolve service issues. 

• Develops and nurtures relationships with customers while managing and solving conflicts with customers by providing root cause analysis and a proposed solution. 

• Maintain a timely workflow of projects while prioritizing requests to solve issues, complete tasks, and serve the client. 

• Conducts continuous improvement training and education efforts to maintain an expert level of the required knowledge base for the assigned clients. 

• Handles all service inquires within SLA/specific guidelines or regulations for assigned accounts. 

• Aligns with the appropriate internal departments as needed to resolve clients’ needs. 

• Provides clients with navigation/training in the applicable DISA platform(s), handling account updates and updating required accesses, ordering supplies or services, and supplying any other needed information to the client in a timely manner. 

• Interacts with assigned clients through provided technology. CAR's will inform the Manager.

• Client Services if an in-person visit would create business continuity and growth.

• Anticipates and monitors at-risk accounts and ensures concerns are managed promptly and appropriately and escalated through the proper channels.

• Provides subject matter expert (SME) knowledge and customer care to all assigned clients. This can relate to their specific business needs for rules, regulations, laws, etc. 

• Verifies daily processing and error corrections of assigned client results and forms to ensure accuracy and timeliness of reporting for those accounts. Initiates contact with the clients or other business partners to ensure a speedy resolve is achieved. 

• Sustains an in-depth knowledge of the company's operations. 

• Other duties as assigned. 

Key Skills & Experience: 

• High school diploma or GED and four (4) years of corporate/retail customer service experience, or an associate degree with two (2) years of corporate/retail customer service experience. 

• Exceptional writing, editing, and proofreading skills, with an eye for detail. 

• Basic level in CRM, Experience with MS Dynamics or Salesforce preferred. 

• Possess creative troubleshooting and problem-solving skills and demonstrated ability to work with others to achieve needed changes. 

• Strong verbal and written communication skills as demonstrated through phone presence and email quality ability to identify and quickly escalate issues. 

• Experience utilizing customer service skills while multi-tasking. 

• Must show initiative and be reliable to work with some independence once trained. 

• Detail oriented, organized and the ability to problem solve. 

Work/Training Schedule: Mon – Fri 8:00 am – 5:00 pm CST 

Physical Requirements: 

The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

Physical demands: While performing the duties of this job in an office environment, the employee is regularly required to talk, hear, walk, sit, stand, use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms. 

Employee must occasionally lift up to twenty - five (25) pounds. Specific vision abilities required by the job includes: close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.