Client Relations Representative Tier 1

Client Relations Representative

Summary: 

Tier 1 Client Relations Representatives are the frontline ambassadors of the company. They play a critical role in managing initial client/member interactions, triaging concerns, collecting actionable feedback, and monitoring key accounts to maintain service excellence.

Key Responsibilities:

• Answer incoming phone calls and assist with general questions or concerns related to services, billing, or account status.

• Submit and categorize Jira tickets for issues requiring further investigation, ensuring accurate information is captured for efficient handoff.

• Proactively contact members to follow up on survey responses, clarify feedback, and document key insights for internal improvement.

• Perform daily DID (Direct Inbound Dialing) checks for platinum accounts to detect and address service issues proactively.

• De-escalate member concerns to prevent them from progressing into formal complaints or escalations.

• Track patterns in call reasons and flag recurring concerns to Tier 2 or management.

• Educate members on self-service tools and resources when appropriate to promote efficient resolution.

• Strong verbal communication and customer service skills to build rapport and trust quickly.

• Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.

• High attention to detail and accuracy in documenting member interactions and issue categorization.

• Empathy and active listening to support positive client/member experiences.

• Familiarity with call center systems and basic ticketing platforms like Jira.

Knowledge and Skills:
To perform the job successfully, an individual should demonstrate the following competencies to perform the essential functions of this position.
• Problem solving/analysis, strategic thinking, time management, decision-making, customer/client focus, organizational skills and strong attention to detail
• Ability to meet deadlines mandatory.
• Exceptional interpersonal and communications skills and ability to cope with a variety of situations and manage several accounts without difficulty also required.
• Must maintain highest level of Confidentiality at all times.
• Ability to communicate effectively (verbal and written)
• Bi-lingual a plus
• Excellent interpersonal skills
• Proficient computer skills: must have working knowledge of Excel and Word,
• Ability to multi-task & follow up
• Strong attention to detail
• Ability to identify discrepancies and take initiative to research variances and correct

Hours Required: Monday to Friday 8:30AM to 5:00PM or as needed

Physical Demands:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is frequently required to talk or hear, sit, use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; and occasionally required to stand; walk; climb stairs. The employee must occasionally lift and/or move up to 20 pounds. Specific vision abilities required by the job include close vision and the ability to adjust focus.

Work Environment:
Work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The usual environment is in a business office with a noise level in the work environment that is usually moderate.

This position is non-exempt.

This job description reflects management's assignment of essential functions, and may be subject to change at any time due to reasonable accommodation or other reasons.

Qualifications