Client Service Representative
About The Position
The Client Service Representative delivers positive customer service experiences and sales solutions while supporting the internal Sales team in meeting financial and business goals. The role supports customer satisfaction, retention, and growth across an assigned portfolio; manages customer contract renewals and expansion; and helps ensure contractual obligations are met. The representative identifies sales opportunities within the customer base and coordinates with account management to develop strategies and profitable, measurable, repeatable solutions. The position collaborates with Estimating, Operations, Sales, Billing, and Service Resource Coordinators, and includes customer support and sales activities at client facilities as needed. The role works onsite Monday through Thursday, with flexibility to choose the work location on Fridays according to work requirements. Customer site visits are required at least three times per week. The representative responds to customer inquiries and concerns within 24 hours, manages service agreement renewal activity and booking, follows up on accounts receivable and sales leads, reviews account financial performance monthly, and provides activity plans and reports. Occasional extended hours may be required.
Requirements
- Minimum two-year degree required.
- Must be able to handle high-stress situations.
- Must communicate effectively in person, by phone, and in writing.
- Must be proficient with telephone, voicemail, computer, and other office equipment.
- Proficiency in Microsoft Office applications, particularly Excel and Word.
- Mathematical aptitude.
- Valid driver’s license and reliable means of transportation.
- Able to work extended hours on occasion when required.
Nice To Haves
- Experience in a customer service capacity is a plus.
Responsibilities
- Manage customer satisfaction, retention, and growth for an assigned portfolio.
- Drive account management for the assigned portfolio, including customer account profiles, account strategies, service delivery plans, customer budget planning, and scheduled customer visits.
- Respond to customer inquiries and concerns within 24 hours.
- Communicate account issues, business goals, and objectives to account teams and leadership.
- Visit customer sites at least three times a week to verify work execution, identify sales opportunities, and communicate with customers.
- Coordinate with Service Resource Coordinators to ensure technician schedules and parts and materials are in place to meet customer obligations and company profit goals.
- Develop T&M and quoted-job pull-through opportunities with account managers and the estimating team, and deliver proposals in time to meet customer needs.
- Communicate and follow up with customers regarding accounts receivable.
- Collaborate on and follow up on sales leads and quick quotes.
- Manage service agreement renewals with customers, oversee the booking process, and achieve monthly targets.
- Review the financial performance of assigned accounts monthly and provide correction plans for underperforming service agreements.
- Provide a weekly activity plan to the Service Sales Team Leader and Area Service Manager.
- Attend sales and customer support development training and sales meetings.
- Prioritize workload and customer requests to support a positive customer experience.
- Establish and maintain effective working relationships with internal colleagues and external customers.
- Prepare reports and correspondence and maintain files.
- Schedule, participate in, or lead meetings, conferences, and project team activities.
- Communicate verbally, in writing, and in person with internal and external stakeholders, providing accurate information in a timely manner.
- Maintain professional attendance, punctuality, and appearance, and follow applicable health and safety procedures.
- Pursue relevant professional development and attend training.
- Follow health and safety policies and requirements for care of equipment.
- Perform other responsibilities as required.
Benefits
- Health insurance for the employee and family, effective day one.
- Holistic wellness programs with incentives.
- Fertility coverage and adoption/surrogacy assistance.
- Up to 15 vacation days, paid holidays, and sick leave.
- Additional options to support volunteer and parental leave.
- 401(k) matching.
- Educational and training opportunities through company programs.
- Tuition assistance and student debt support.
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What This Job Offers
Job Type
Full-time
Education Level
Associate degree
