What are the responsibilities and job description for the Client Relationship Specialist position at Luminous Services LLC?
Client Relationship Specialist
‘A’ Player Agreement
Reports to: CEO
Performance Reviews: Monthly
Type of Position: Full-Time
Strategic Role Summary: The primary mission of this position is to support effective and efficient people communication and relationship.
I possess and will live out the following core values:
- Clearly Communicate
- Own My Role
- Remain Teachable
- Everybody Matters
Key outcomes:
- Convert incoming Ease prospects into jobs - 85% conversion ratio
- Financial Metrics accomplished (ex. A/R days and Operating Cash Flow)
Prioritized Key Activities
1/I will handle incoming client communications by:
Daily:
- Responding to all incoming communication streams (phone, social, etc.)
- Booking and communicating with incoming client requests for service
- Routing phone calls to the correct staff member
- Overseeing job bookings on CRM platform while using intake scripts and zone scheduling
- Inputting client job data and notes correctly
- Conducting follow up on estimates, leads and work performed
- Communicating any schedule needs or changes with clients and staff
Weekly:
- Reaching out to past clients to fill job slots (20 per day)
- Responding to client reviews
Monthly:
- Overseeing the Fab Floor Society schedule and ensuring clients and staff are communicated with
- Managing ZMP plans
2/ I will provide essential financial support by:
Daily:
- Retrieving and processing incoming checks and bills from FCS box and Post office box
- Monitoring CRM’s to ensure payment is collected timely
- Tracking and presenting incoming call data (total calls, calls booked etc.)
- Preparing financial or data reports concerning for management review
Weekly
- Conducting outbound A/R calls and communicating results in weekly huddle
3/ I will provide key administrative support by:
Daily:
- Being present and prepared for team huddles
- Understanding how to use office equipment
- Ensuring the front office is clean and reflects our brand well to staff and guests
- Collecting and routing mail and deliveries to correct department
- Assisting in KPI tracking
Monthly:
- Calling pertinent contacts in case of office equipment failure (ex VOIP, Internet, landlord)
- Maintaining office supplies to PAR levels
- Aiding in overhead expense reduction\
I possess the following core competencies:
- Basic understanding of Facebook and Instagram messaging/posting
- Email and Google docs experience (ex. Docs and Sheets)
- Previous use of a CRM or like platform
- Excellent communication skills
- Ability to multitask
- Ability to problem solve
I understand that an 'A' Player is in the top 10% in the industry for his or her position as defined by this agreement, and I commit to be an 'A' Player.