Client Services Specialist

Description

Provides premier customer and dealer support, acting as the single point of contact for all servicing processes across all Strategic Clients. Recent College Graduates with 2 internships welcome to apply!

Key Responsibilities (“Do”)

• Acts as the primary point of contact and takes ownership of a portfolio of Strategic Clients, which may include large global corporations, state and local governmental entities, and the United States Federal Government.
• Responsible for servicing all aspects of the Strategic Client relationship, including but not limited to:
• • Responding to customer inquiries in a timely manner to provide best-in-class service while maintaining internal aging receivable levels.
  • Conducting large-scale reconciliation and cash application analyses.
  • Root-causing, problem-solving, and developing action plans for complex, customer-facing issues.
  • Simultaneously handling issues spanning multiple disciplines across complex, multi-schedule clients.
  • Developing, utilizing, and effectively translating multiple types of reporting to visualize both high-level portfolio trends and individual customer details.
  • Reading, understanding, and acting on customer purchase orders, invoicing requirements, payment methods, and their associated processes.
  • Understanding and executing the end-of-lease process for multiple lines of business and individual customer requirements (e.g., buyout and upgrade quotes, scheduling equipment removal, and contract termination).
  • Identifying, understanding, and overseeing the rebooking process for portfolio customers stemming from errors, contract modifications, or contractual obligations.
  • Engaging with various business partners, including internal resources, sales representatives, and external channel managers.
  • Engaging with all levels of stakeholders within Strategic Clients, ranging from AP personnel to C-level executives.
• Complete other high-priority projects assigned by the leadership team.

Results Expected (“Deliver”)

• Achieve and maintain exceptional Customer Satisfaction scores.
• Achieve and maintain exceptional Quality Assurance scores.
• Achieve Aging Receivable and Productivity goals.
• Achieve other goals as assigned by leadership.
• Demonstrate exceptional customer service/listening skills and provide timely follow-up.
• Work independently, make customer-impacting decisions, and consistently provide quality work with minimal supervision.
• Demonstrate a positive attitude, strong work ethic, collaborate well, and remain respectful of associates at all times.

Other Expectations

• Bachelor’s degree or equivalent experience preferred.
• 1–3 years of Collections or Customer Service experience preferred.
• Strong verbal and written communication skills.
• Intermediate knowledge of Microsoft Office products, specifically Excel and Word.
• Proven ability to work successfully within a team environment and inter-departmentally to ensure service levels and group/individual metrics are met.
• Experience managing large customers with multiple schedules.
• Experience with Governmental Entities is a plus.
• Experience understanding payment application and payment reconciliations.
• Proven analytical problem-solving skills and basic math skills required.
• Ability to multitask and excel in a fast-paced environment.
• Strongprioritization and time-management skills.
• Successful utilization of systems: Salesforce, Unified Desktop.