Client Service Specialist

Pembroke & Co., Inc.•Boston, MA

18d

About The Position

The Client Service Specialist will establish a standard of excellence for our clients and act as liaison between internal and external stakeholders. This person will play a key role in providing top-quality to our growing client portfolio and driving client retention. They’ll manage incoming correspondence with clients, resolve requests, and troubleshoot technical issues. This will involve cross-functional collaboration internally with the operations, quality assurance, and sales teams to help enhance overall service delivery.

Requirements

Bachelor’s Degree or equivalent experience required.
1-3 years of customer support, customer relations, sales, business development, human resources, or related client-facing experience is required.
Proficiency with Microsoft Office Suite; Word, Excel, PowerPoint, Outlook.
Demonstrated knowledge of technology and understand basic troubleshooting procedures.
Excellent time management. Ability to meet deadlines and understand time-sensitive material.
Strong ability to multitask, managing multiple and shifting business needs simultaneously.
Natural sense of urgency with the ability to prioritize and act swiftly under pressure.
Proven ability to foresee problems before they arise and provide creative solutions.
Possesses a customer-centric mindset and personality; able to advocate for our clients.
Demonstrates discretion; understands the importance of sensitive and confidential material.
Exceptional attention to detail.
Excellent verbal and written communication.

Responsibilities

Serve as an expert on all client and test accounts, understanding their values and ensuring our services align with expectations, driving client conversion and retention through consistent and superior service delivery.
Respond to client inquiries, complaints, and requests. Process and dispatch requests to appropriate team in a timely, professional, manner.
Provide guidance to the operations team on account-specific needs, collaborating with operations and quality departments to meet client expectations and deadlines.
Troubleshoot technology issues (e.g., video surveillance) for clients, working with vendors to resolve problems promptly and independently when possible.
Manage and track client action items, ensuring timely follow-up and resolution of account-specific requests.
Keep detailed records of client interactions and feedback, using insights to create actionable plans to address client needs.
Set up new accounts, process changes, and maintain accurate client notes and billing information.
Foster strong relationships with clients and vendors, ensuring ongoing satisfaction and support.
Create monthly client summaries.
Additional tasks as required.