Client Account Representative II

Casco International LLC•Shelby, NC

About The Position

The Client Account Representative II provides prompt and professional service to clients, ensuring efficient department operation. This role supports managers and clients through various organizational and communication tasks. Responsibilities include responding to client inquiries, taking ownership of customer issues, collaborating with other departments, fostering positive client relationships, maintaining product knowledge, documenting interactions, resolving disputes, researching account issues, ensuring timely responses to inquiries, working with Data, Implementation, and Finance teams to resolve issues, submitting change requests, explaining information clearly, recommending new products or services, assisting clients with demonstrations, and training clients on platform usage. The role requires strong organizational skills, attention to detail, a client-oriented mindset, adaptability to different personalities, the ability to handle high-pressure situations, a positive attitude, seeking feedback for improvement, participating in training, passing skill assessments, and implementing customer feedback to enhance service quality. Establishing and maintaining good rapport with clients through positive language and anticipating needs is also key.

Requirements

High school diploma or general education degree (GED) required
Minimum of 5+years of previous client service experience or business office experience is required
Equivalent combination of education and experience with an emphasis in client service
Ability to effectively follow company policies
Professional communication skills, both written and verbal
Ability to write and read correspondence
Proficiency with Microsoft Office suite of products
Intermediate ability to create and/or update spreadsheets, and other company documents of various types
Ability to demonstrate accuracy and thoroughness
Ability to multi-task with accuracy
Expert customer service skills, over the phone and in person, with our customers and internal departments
Efficient time management skills
Intermediate decision making
Intermediate organizational skills
Ethical conduct
Intermediate generating of creative solutions
Excellent verbal communication and interpersonal skills
Ability to maintain a calm and polite manner in stressful situations
Ability to effectively analyze information and to make sound business decisions based off of information provided
Professionalism

Nice To Haves

Associate degree or higher strongly preferred

Responsibilities

Respond promptly and professionally to client inquiries through phone or email correspondence
Proactively take ownership of customer issues and follow problems through to resolution
Collaborate with other departments to achieve organizational goals and resolve customer issues
Foster positive relationships with our clients, account managers and sales team as their primary point of contact
Proactively maintain an updated knowledge of the organization's products, services, and customer service policies
Document client interactions when necessary, compiling documents and forwarding information to interested parties
Proactively resolve client disputes on orders and escalations in a timely manner
Proactively research account program issues and questions posed by clients using internal resources
Ensure sustainable client relationships of trust by thoughtfully responding to client inquiries within 24 hours regarding employee recognition program
Work closely with Data Team in getting problems resolved with data from clients
Work closely with Implementation Team in getting new accounts, changes, and additions to existing accounts
Work closely with Finance Team in getting problems resolved with invoices, credits, and rebills
Submit change requests via case or ticket process to IT, Finance, and Implementation
Explain simply and clearly in response to client questions and check for client understanding and acceptance
Recommend new products or services or make suggestions for improvements by identifying relevant features and benefits
Assist clients by demonstrating programs and answering any questions they may have
Train clients on how to use the platform
Proactively review and familiarize your accounts prior to Account Audit and to proactively contribute to the Audit
Participate in training opportunities provided by the organization
Receive and implement customer feedback to improve service quality
Establish and maintain good rapport with clients by using positive language and anticipating their needs.