B2B Customer Service Representative

Full-time - Mid Level

Horsham, PA

About the position

Interstate Premier Facilities Services is a leading provider of integrated facility management solutions, dedicated to ensuring the smooth operation and maintenance of our clients' facilities. We are currently looking for a proactive and dedicated B2B Customer Service Representative to join our team. This role is a fantastic opportunity for individuals eager to contribute to the success of our field operations and enhance client satisfaction through hands-on support and service excellence. Under the guidance of the Director of Field Support, the B2B Customer Service Representative will play a crucial role in maintaining positive client relationships and ensuring the delivery of top-notch services.

Responsibilities

• Assist field teams in understanding client needs and challenges by providing timely and effective support, aiming to enhance client satisfaction.
• Contribute to building and maintaining strong client relationships, understanding their expectations, and collaborating with field teams to meet those needs.
• Support the implementation of client management strategies, communication techniques, and problem-solving approaches to ensure high levels of client satisfaction.
• Help coordinate the provision of resources, including technical expertise and support services, to enable field teams to deliver exceptional customer service to clients.
• Participate in addressing client concerns, resolving issues promptly, and implementing corrective actions to uphold positive client relationships.
• Aid in gathering client feedback and insights from field operations, assisting in the analysis to identify improvement areas, and implementing strategies to boost client satisfaction.
• Support field teams' training and development efforts by identifying needs, suggesting training programs, and providing resources to enhance their client-facing skills.
• Assist in overseeing quality assurance processes to ensure services meet client expectations, organizational standards, and industry regulations.
• Work alongside field teams to identify and address potential risks to client satisfaction, actively contributing to preventive measures.
• Engage in initiatives aimed at improving client satisfaction, streamlining processes, and optimizing resource use for the benefit of clients and the organization.
• Support the use of Customer Relationship Management (CRM) tools for tracking client interactions, managing communications, and enhancing operational efficiency.

Requirements

• Minimum of 5 years of experience in customer service, client management, field support, or a related area.
• Associate degree or equivalent experience in business administration, management, or a related field.
• Demonstrated ability in customer service or client relationship management.
• Strong interpersonal and communication skills.
• Ability to work collaboratively in a team and support a dynamic work environment.
• Problem-solving capabilities and attention to detail.
• Must be able to pass a criminal background check, be authorized to work in the US, and possess reliable transportation.