What are the responsibilities and job description for the Client Experience Representative position at OSG?
Client Experience Representative
Onsite Carol Stream, IL Office
OSG is seeking a dedicated Client Experience Representative who will be responsible for monitoring all aspects of assigned projects to exceed client expectations of quality and service both within our team. The Client Experience Representative serves as a client’s primary point of contact for day-to-day activities. They are the front line of the Client Experience organization and are responsible for a client’s initial impression of our company and the level of service we provide.
Key Areas of Responsibility:
- Demonstrate a strong knowledge of their shared model workflow.
- Receive client data instructions and project specifications, via email or phone, and convert them into job instructions for internal technical and operations teams.
- Proactively identify opportunities for process and profitability improvement within account base
- Assist with pricing handoffs and implementation of new programs and ad hoc projects
- Provide status to clients and report when there is potential risk or delays that are client impacting
- Maintain a cadence of status calls with clients
- Consistently monitor account health and engage the Client Success Manager where needed
- Work collaboratively with internal teams on issue resolution and improving the overall client experience
- Effectively use Salesforce and/ or facility platform for case management
Qualifications:
- Bachelor’s degree Business, Marketing, Communications preferred or related work experience
- 3 years’ experience as a client representative, client manager or similar role is preferred
- Excellent written and verbal communication skills, regardless of format ( i.e., phone, email, text, video conferencing, in-person)
- Outstanding ability to build strong client relationships
- Strong detail- orientation for Corrective Action Reports, Service Level Agreements and status reports, and other critical business correspondence
- Ability to analyze client data and reports for patterns, anomalies and quality
- Ability to meet deadlines while balancing multiple client deliverables
- Self-motivated, always curious, and consistently eager to learn
- Previous print and mail experience preferred, but not required.
- Salesforce, CRM experience a plus
On-site position; Carol Stream, IL
Salary Range: $50,000 - $55,000
Benefits:
- Health Insurance (EPO & HRA options)
- Dental Insurance
- Vision Insurance
- Short & Long Term Disability
- Flexible Spending Accounts
- Life Insurance
- Accident & Critical Illness Insurance
- Company 401(k) Matching Contribution
- Paid Time Off (PTO)
- Employee Assistance Program (EAP)
OSG offers equal employment opportunity and will not discriminate on the bases of race, religion, color, sex (including pregnancy, gender identity, and sexual orientation), parental status, national origin, age, disability, family medical history or genetic information, political affiliation, military service, or other non-merit based factors
Salary : $50,000 - $55,000