Customer Service Representative

General Informatics•Charleston, SC

15d•Onsite

About The Position

The Customer Service Representative serves as the advisor to and main point of contact for clients, ensuring maximum value from IT services while driving client satisfaction and retention. This role combines technical knowledge, relationship management, and proactive account maintenance to deliver exceptional client outcomes with a primary focus on preserving and strengthening existing customer relationships. This job works onsite Charleston, SC.

Requirements

Associate's or Bachelor's degree in Business, IT, or related field (preferred)
2+ years experience in customer service, account management, or customer success
1+ years working in IT services or technology industry
Experience managing client relationships and service delivery
Strong customer service orientation
Excellent communication and interpersonal skills
Technical aptitude and ability to understand IT services
Problem-solving and issue resolution capabilities
Relationship building and maintenance
Attention to detail and organizational skills
Time management and prioritization abilities
Professional presentation skills
Understanding of IT service management principles
Familiarity with cloud technologies and infrastructure
Basic knowledge of security solutions
Understanding of managed IT services delivery
Proficiency with CRM and service management tools
Ability to learn and adapt to new technologies

Responsibilities

Client Relationship Management Serve as the primary point of contact for assigned client accounts
Build and maintain strong relationships with client stakeholders
Conduct regular check-ins to ensure ongoing client satisfaction
Monitor client health and proactively address concerns
Manage client expectations and communications
Respond promptly to client inquiries and requests
Service Delivery & Support Oversee day-to-day service delivery for assigned client portfolio
Monitor service level agreements and performance metrics
Coordinate with technical teams to ensure service quality
Ensure timely resolution of client issues and escalations
Maintain accurate documentation of client interactions and requirements
Track and report on service delivery effectiveness
Account Retention & Satisfaction Drive client retention through proactive relationship management
Monitor customer satisfaction and address concerns before escalation
Identify and mitigate potential churn risks
Ensure clients are deriving maximum value from existing services
Maintain high customer satisfaction (CSAT) scores
Foster long-term client loyalty and engagement
Business Reviews & Strategic Planning Conduct quarterly business reviews with client stakeholders
Review service utilization and performance metrics with clients
Maintain client IT roadmaps aligned with business objectives
Provide guidance on best practices and service optimization
Document client feedback and improvement opportunities
Revenue Preservation Protect and maintain existing recurring revenue within assigned accounts
Monitor contract renewals and facilitate renewal process
Identify and address service gaps that may impact retention
Collaborate with management on pricing and contract discussions
Track account metrics including Monthly Recurring Revenue (MRR)
Maintain current knowledge of technology trends and industry best practices
Participate in client success initiatives and service improvements
Collaborate with technical teams on service delivery optimization
Support knowledge sharing and documentation efforts
Contribute to process improvement initiatives
Consistently demonstrate "Can Do, Will Do!" attitude
Other duties as assigned