Client Relations Specialist

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Located in Gainesville, VA

Salary: $18-20/hr

Job Summary: The Client Service Specialist is responsible for advancing order flow through effective use of systems and

tools and removing service roadblocks. Duties include: maintaining operational efficiency by managing assigned records; maintaining communication with all involved parties to ensure requests are completed in a timely manner while adhering to individual client profiles for each order. This position functions during core business hours and allows for part-time remote work in accordance with the companies Telecommuting Agreement. Must be local to Gainesville, VA to commute to work 2 days a week.

Pay: $18-20/hr
Hours: 8:00am-5:00pm

 

ESSENTIAL RESPONSIBILITIES, NOT LIMITED TO:

• Monitor and manage team dashboard and views to complete tasks and keep orders moving.
• Manage orders to completion for an assigned portfolio of clients, participating in all order phases to ensure customer satisfaction.
• Use sound judgement to resolve issues, reduce delays and enhance the customer experience.
• Organize your daily activities to ensure clients’ needs are acted upon through closure using provided tools. Respond to emails promptly and courteously, within the industry standard of 4hours.
• Provide exceptional customer service by developing professional working relationships with clients, field offices, co-workers and vendors and following all standard processes to completion.
• Develop an understanding of the transportation industry as it pertains to our clients.
• Accurately complete all assignments that management deems necessary to advance theCompany’s daily business needs and operations.
• Conform with and abide by all regulations, policies, work procedures and instructions.
• Consistently demonstrate company core values: respect, commitment, collaboration, and results to internal and external clients.
• Adhere to organizational goals and objectives.
• Demonstrate open, effective communication and teamwork.
• Maintain customer focus.
• Act with integrity and professionalism.
• Work to maintain quality standards.
• Balance client requirements with company policies and operational procedures.
• Demonstrate reliable and predictable attendance.

 

 

REQUIREMENTS:

• Follow all standard processes to completion to ensure exceptional customer service.
• Demonstrate the ability to perform activities inherent to the department's responsibilities and assist when necessary to keep service delivery on track.
• Possess skills needed to move easily from one responsibility to another as needed, prioritizing workflow based on criticality of issue.
• Possess skills needed to work with customers through complaints by acknowledgment and use of skills that will defuse any situations, including translating customer issues to actionable resolution.
• Demonstrate financial understanding while balancing customer needs and company obligations.
• Respond and act confidently, assertively, and decisively while taking responsibility and accountability for position requirements.
• Demonstrate ownership of role by thoroughly understanding the responsibilities, expectations, and objectives associated with the role.
• Effectively spot issues, trends, and opportunities. Exhibit critical thinking skills and the ability to use knowledge, facts, and data to effectively solve problems, including how to prevent issues from happening in the future.
• Possess basic skills in the use of Microsoft Word & Microsoft Excel.
• Work independently in a fast-paced environment while juggling competing priorities and exhibit the flexibility to adapt to departmental needs.
• Ability to learn and utilize all PARS systems and equipment and all updates/upgrades.
• Exhibit and reinforce PARS standards, guidelines, and values to deliver an exceptional customer experience.
• Demonstrate the ability to manage time effectively and follow through to completion.

 

 

Education

2 years post-secondary education preferred. 2 years' equivalent work experience will be considered in lieu of post-secondary education.

Experience

2 years' experience preferably in a call center or customer service environment.

Skills

Strong interpersonal skills
Analytical and problem-solving skills
Attention to detail and high level of accuracy Listening skills
Proficient in verbal and written communication

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