Client Services Representative (CSR)
Description
As a Client Services Representative (CSR), you will be the primary contact that our clients have with Richardson post-sale during delivery and implementation. The position demands excellent customer service and communication skills, the ability to explain and support Richardson’s products and services, and finally the ability to meet deadlines/schedules. The CSR will be focused on ensuring the successful implementation of Richardson products and services including excellent internal and client communications, responsive follow-up, and advocacy for client satisfaction beginning from the completion of the order/contract through the invoice. Richardson’s goal is to consistently exceed our client’s expectations and that clients perceive our value offering to be exceptional. To do this, the CSR will build strong client relationships and ensure satisfaction by handling questions and concerns with speed, accuracy, and professionalism.
If this is your profile and your skills fit those listed below, this is an exciting opportunity you'll want to pursue to join a highly professional team and work with a growing and successful company.
Required Skills:
The ideal candidate should possess the following:
n Proven experience in providing customer service in a B2B environment.
n Advanced written and verbal communication and customer service skills coupled with excellent troubleshooting skills.
n A strong interest working in a fast-paced, team-oriented environment with oft-changing priorities and tight deadlines. Self motivated and willing to take responsibility for outcomes.
n Strong attention to detail and ability to work in a fast paced environment.
n Excellent personal computer skills (MS-Word, Excel, PowerPoint, Project).
n Effective time management skills to manage multiple inquiries/issues in a multi-tasking environment.
n Proven ability to work with minimal supervision.
Responsibilities:
n Provide professional and efficient service to new and existing customers by acting as the liaison between Richardson and its clients post-sale. Use consultative skills to troubleshoot inquiries and manage resolution of incoming calls and emails. If immediate resolution is not possible, research the inquiry and perform follow-up to verify final resolution and ensure satisfaction.
n Coordinate the implementation of products and services for each client, including but not limited to Instructor-led Training (ILT), online skill-based diagnostics, phone coaching, and eLearning. Develop an extensive knowledge of these products and services as well as operational platforms and procedures.
n Maintain the implementation schedule for large client deliveries. Monitor tasks to ensure that deadlines are met. Develop relationships with other departments within Richardson such as Design, Professional Services, Marketing, Finance, and Sales and ensure an integrated delivery of products and services.
n Identify, develop, and implement ways to provide service and products more efficiently, effectively, and economically.
n For large client engagements, review client contracts to identify key commitments and notify appropriate internal personnel. Also, review invoices for accuracy and validate the billing against the service order and contract entitlements.
n Providing backup to other team members in their work as needed.
n Other duties as assigned.
Detailed Responsibilities for ILT:
For all clients conducting ILT, the CSR will:
n Use Richardson’s shipping schedule to determine when clients need to be contacted to obtain program logistical information such as start and end times, location of training, appropriate attire, shipping address for materials, and recommended hotel. Logistical information should be gathered two to four weeks prior to a training program.
n Accurately complete a logistical form for each ILT program that includes all details. Ensure this form is sent in a timely manner to the appropriate individuals, most importantly the trainer of the ILT.
n Provide Richardson’s Production department with correct and thorough information so that all training materials can be printed and shipped to the client accurately, on time, and in the most cost efficient manner.
n Send ILT prework to the client two weeks in advance, when required – via e-mail or hard copy.
n Arrange hotel reservations for trainers for all ILT programs and ensure that the arrangements are within client guidelines.
n Check that trainer travel arrangements are made for all ILT programs and are within client guidelines.
Detailed Responsibilities for Online Skill-based Diagnostic:
If the client is administering an online skill-based diagnostic prior to the ILT, the CSR will:
n Accurately complete a logistical form for each online diagnostic that includes all details.
n Provide Richardson’s third party diagnostic administrator with correct and thorough information so that all diagnostics are launched and completed within pre-set deadlines.
n Monitor that all diagnostic participants receive an email invitation, periodic completion reminders, and an individual report at the conclusion of the diagnostic. Also ensure that the client receives periodic status reports and a group report at the conclusion.
n Ensure that the diagnostic report is provided to ILT trainer for integration with the ILT training program. Also ensure that all data and reports are saved appropriately for future reference.
Qualifications:
n Bachelor's or equivalent work experience required