What are the responsibilities and job description for the Client Services Representative position at Exela Technologies?
Full time
30840
About Exela
Exela is a business process automation (BPA) leader, leveraging a global footprint and proprietary technology to provide digital transformation solutions enhancing quality, productivity, and end-user experience. With decades of expertise operating mission-critical processes, Exela serves a growing roster of more than 4,000 customers throughout 50 countries, including over 60% of the Fortune® 100. With foundational technologies spanning information management, workflow automation, and integrated communications, Exela's software and services include multi-industry department solution suites addressing finance & accounting, human capital management, and legal management, as well as industry-specific solutions for banking, healthcare, insurance, and public sectors. - Through cloud-enabled platforms, built on a configurable stack of automation modules, and 17,500 employees operating in 23 countries, Exela rapidly deploys integrated technology and operations as an end-to-end digital journey partner.
Health & Wellness
We offer comprehensive health and wellness plans, including medical, dental and vision coverage for eligible employees and family members; paid time off; and commuter benefits. In addition, supplemental income protection including short term insurance coverage is available. We also offer a 401(k)-retirement savings plan to assist eligible employees in saving for their retirement. Participants are provided access to financial wellness resources and retirement planning services.
Military Hiring:
Exela seeks job applicants from all walks of life and backgrounds including, but not limited to, those who are transitioning military members, veterans, reservists, National Guard members, military spouses and their family members. Individuals will be considered no matter their military rank or specialty.
As a Client Services Representative, you will be the first point of contact for our clients, providing support, guidance, and assistance. Your role is essential in ensuring a positive client experience, addressing inquiries promptly, and resolving issues effectively. You will play a key role in maintaining client satisfaction and building strong relationships.
- Client Support and Assistance:
- Respond promptly to client inquiries via phone, email, and other communication channels.
- Provide accurate information and assistance to clients regarding products/services, account inquiries, and troubleshooting.
- Guide clients through processes, procedures, and self-service options to resolve issues independently.
- Document all client interactions, inquiries, and resolutions accurately in the CRM system.
- Issue Resolution and Escalation:
- Investigate and resolve client issues and complaints in a timely and efficient manner.
- Escalate complex or unresolved issues to appropriate internal teams for further investigation and resolution.
- Follow up with clients to ensure satisfactory resolution and maintain communication throughout the process.
- Identify recurring issues or trends and collaborate with the team to implement preventive measures.
- Client Relationship Management:
- Build and maintain positive relationships with clients, demonstrating empathy, professionalism, and responsiveness.
- Proactively reach out to clients to gather feedback, assess satisfaction levels, and identify areas for improvement.
- Communicate effectively with clients to manage expectations, provide updates, and address concerns.
- Collaborate with internal teams to ensure alignment and coordinated efforts in meeting client needs and expectations.
- Documentation and Reporting:
- Maintain accurate records of client interactions, including notes, actions taken, and follow-up tasks.
- Prepare and maintain documentation, including client agreements, service contracts, and support materials.
- Generate regular reports on client interactions, feedback, and service performance metrics.
- Analyze data to identify trends, patterns, and areas for improvement in client service delivery.
- High school diploma or equivalent; Bachelor's degree in Business Administration, Communication, or related field (preferred) or an equivalent combination of education and relevant experience is required.
- Previous experience in customer service or client-facing roles is a plus.
- Excellent communication skills, both verbal and written, with a customer-centric approach.
- Strong problem-solving abilities and a solution-oriented mindset.
- Ability to multitask, prioritize tasks, and manage time effectively in a fast-paced environment.
- Proficiency in CRM software and Microsoft Office Suite.
- Empathetic and patient demeanor with the ability to remain calm under pressure.
- Team player with a collaborative attitude and a willingness to support colleagues.
Exela is committed to creating a diverse environment and is proud to be an equality opportunity employer. Qualified applicants will considered for employment without regard to their race, color, creed, religion, national origin, ancestry, citizenship status, age, disability, gender/sex, marital status, sexual orientation, gender identity, gender expression, veteran status, genetic information, or any other characteristic protected by applicable federal, state, or local laws.
Exela recruiters or representatives will only contact you from emails ending with @exelaonline.com, @exelatech.com, @lexicode.com, @rustconsulting.com or @ersgroup.com. We would never ask you for payment or ask you to deposit a check into your personal bank account during the recruitment process.
