Client Care Representative

4 days ago

Edmonton, Canada Gateway Mechanical Services Full time

The Client Care Representative is a key member of the Service Operations team whose main role is to provide reactive client service issue resolution and management.

**Duties & Responsibilities**:

- Receive, triage, and log incoming client service concerns.
- Ensure that client issues are resolved within the specified time frame, and if resolution is not possible that follow-up communication with the client occurs.
- Communicate directly with clients both verbally and in writing
- Expediently resolve client service issues or concerns at the lowest level possible.
- Minimize client hand-off by coordinating with other departments to resolve client issues.
- When necessary, coordinate, track, and follow-up on client issues that require escalation.
- Provide client issue management support for service managers and foreman.
- Approving invoice adjustments within prescribed limits and authorities.
- Provide monthly reporting on client issue types and resolutions.

Lead process improvement initiatives for repeat issues to improve Customer satisfaction, reduce administrative burdens and improve service delivery.

**Qualifications, Education, & Experience**:

- High School Diploma
- 2+ years experience in a high volume client service position
- Demonstrated experience analyzing and resolving customer service and client issues;
- Demonstrated experience working in a fast-paced environment, as well as a high degree of prioritizing and multi-tasking skills
- Demonstrated experience adhering to tight deadlines, particularly in high pressure situations
- Demonstrated experience to be a self-starter, with emphasis in a team oriented environment
- Demonstrated written and verbal communication skills

Demonstrated experience with Microsoft Office products

**Skills & Competencies**:

- Ability to analyze and interpret the needs of clients and offer the appropriate options, solutions, and resolutions required
- Results oriented with focus on detail
- Outgoing personality with exceptional customer service and people skills
- High level of integrity
- High level of customer focus
- Able to work well under pressure
- Strong attention to detail
- Exceptional conflict resolution, negotiation, and objection handling skills
- Able to build and maintain lasting relationships with corporate departments, key business partners, and customers
- Able to effectively communicate both verbally and in writing
- Strong work ethic and positive team attitude

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