Client Relations Representative

The Client Relations Representative position at NSD Newco is a vital role responsible for managing and enhancing customer relationships through effective communication and problem resolution. This position involves investigating and resolving complex service-related disputes that arise between customers and clients. The representative will analyze existing programs, policies, and services to ensure compliance and overall customer satisfaction. The role requires a proactive approach to identifying areas for improvement in customer service systems and relations, making recommendations based on thorough analysis and customer feedback. In this role, the representative will maintain relationships with designated accounts, building rapport and ensuring effective communication. They will serve as an internal liaison for customer billing disputes and claims, advocating for customer viewpoints to management. The representative will perform root cause analysis on customer disputes, initiating corrective actions to enhance customer relations. Additionally, they will document issues of non-compliance from third-party call centers and vendors, providing weekly updates and reports to the Client Relations Supervisor. The position requires a high level of confidentiality and the ability to manage multiple accounts effectively. The representative will also assist other Client Relations Representatives and advise the Client Relationship Manager on ongoing trends and issues. This role is essential in demonstrating commitment and responsiveness to customer needs, setting clear expectations for responsiveness and resolution, and delivering on those expectations.