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Client Care Coordinator-CA
2 weeks ago
We Are Access
Access is the largest privately-held records and information management (RIM) services provider worldwide, with operations across the United States, Canada, Central and South America. Access helps companies manage and activate their critical business information to make them more efficient and more compliant through offsite storage and information governance services, scanning and digital transformation solutions, document management software including CartaHR, and secure destruction services. Visit for more details.
We are Access We are committed to exceeding the expectations or our clients, company and community. We focus on protecting and managing the information for millions of people. And our mission is to advance how the world manages information with the very best service.
Job Summary
The Client Care Coordinator is a specialized resource that provides white glove support to a defined set of key Access accounts; works in close conjunction with Senior Account Executives and the Project Management Office.
6-MONTH CONTRACT - REMOTE OPPORTUNITY - EST Or MDT TIME ZONE 8:00AM - 5:00PM
Primary Functions:
- Provides advanced client support to a set of key Access accounts as the primary support contact.
- Schedules and attends regular meetings with key clients to review support needs and open issues.
- Attends regular meetings with internal team members and clients with the Project Management Office when onboarding new key accounts.
- Interfaces with other departments to address issues and concerns on behalf of the client. Includes but not limited to: Account Setup, Client Care, Finance, Operations and IT.
- Answers telephone calls, emails and other requests from key account clients within Access and Client SLA's
- Provides customized FileBRIDGE Records training & support to small and large groups within the client's organization.
- Assists with preparation for and participate in client QBR's and client meetings including creation of Excel charts and PowerPoint slides.
- Builds and reports out performance scorecards monthly and quarterly as defined in client contract.
- Educates clients on all available service offerings
- Works with clients on general pricing and contract questions.
- Works with Clients and Area Operations Coordinators to resolve invoice disputes, billing issues and credit requests.
- Assists by collecting client data, preparing customer reports, service agreements, and account set ups while working with other cross functional teams to achieve client goals.
- Communicates regularly with direct supervisor to notify him or her of any potential issues, including but not limited to those relating to your job, or those relating to the client.
Education and Years of Experience:
- High school diploma or equivalent required.
- 2 or 4 year college degree preferred.
- 4 years past work experience in a service industry and/or a team focused environment required.
Knowledge, Skills and Abilities:
- Excellent verbal and written communication skills with the ability to quickly establish trust and reliability over the phone.
- Must possess problem solving and analytical skills with the ability to evaluate issues and conflicts and make timely decisions that benefit both the customer and the business
- Must possess basic computer and keyboard skills.
- Must have strong attention to detail.
- Must possess excellent time management and organizational skills.
- Ability to work collaboratively in a team environment.
- Must have the ability to communicate with diplomacy and tact.
What We Offer:
- Remote position
- Wage range for the position: $20.00 – 21.00/hr.
All qualified applicants will receive consideration for employment. EEO/AA/Minorities/Females/Disabled/Vets
