Client Services Representative

JOB DESCRIPTION:The following information aims to provide potential candidates with a better understanding of the requirements for this role.A successful Client Services Specialist ensures client satisfaction. This includes daily interaction with our clients, addressing inquiries and resolving issues, providing a higher level of client support for our products and services. Assist sales team and other staff to process customers' needs. In addition to analyzing and tracking supply orders, you will work on procuring supplies, responding to supply demand, and processing orders. Internal communication with all departments and levels of management are vital to the success of the Client Services role. Review of inbound communication, service tickets, supply orders and statuses, and the efficiencies of processing orders are some key aspects of this position. You will dispatch our field service technicians to repair devices via inbound request from clients and third-party vendors. This role requires some invoicing for chargeable supplies and service calls. This will entail, ensuring the invoice charges are accurate as well as emailing or mailing the invoice to the appropriate contact.KEY RESPONSIBILITIES:Answer inbound inquiries via phone and emailConfirm client contact information, identify client issue, determine action plan, and resolve issue in a timely mannerDocument client communication into ticketing systemCallback to client based on submitted email, voice mail requests for service or suppliesAsk follow-up questions regarding the problem reportedDocument information and submit ticket to corresponding teamProcess supply order replenishment and other supply order via internal warehouse stock or third-party vendorsAnalyze all supply requests before making decision on whether to ship or notCoordinate communication between various internal departments for process flow improvementsProcess chargeable service and supply invoicesUpdate item records in our software applicationsGenerate reports using ExcelComplete other tasks and ongoing training assigned by ManagerSKILLS AND QUALIFICATIONS:High school diploma requiredMinimum one year experience in a client service work environmentOne year experience in a call center environment preferredKnowledge of MAC/PC hardware and operating systems, Mobile devices, and printers/scannersAbility to prioritize and multitask assigned issues in a fast-paced work environmentProactive attitude of client service and integrityKnowledge of Microsoft Office and ticketing system applicationsDemonstrated problem troubleshooting, root cause and resolution skillsAbility to work in a team environment with effective communicationBENEFITS:Excellent benefit offerings including: medical, dental, vision, and supplemental insuranceCompany paid life insurance and long-term disability insurance20 days of paid time off401(k) plan with matching company contributionAnnual company store allowanceEnrollment into bonus opportunity program

Created: 2025-10-08