Client Services Liaison
Job Details
Experienced
NJ - , NJ
Fully Remote
Full -Time
Associates Degree
$20.00 Hourly
Negligible
Customer Service
Description

The Client Liaison strives to deliver quality support to Academic Analytic clients by serving as the primary client contact during daily phone support, monitor and follow-up on issues, and work through all client issues in a timely and efficient manner. In this pivotal role, the Liaison will foster excellent client relationships and support the department goals.  The Liaison facilitates client review meetings with team members, and based on outcome, coordinates service delivery and/or action plans. The Liaison troubleshoots situations, educates clients and develops partnerships with stakeholders.   

Responsibilities include:

 

  • Develops and maintains relationship with client owners, client appointed contacts or on-site supervisors.
  • Respond to client requests for information and assistance, linking in critical team members to assist with complex issues and drive client satisfaction.
  • Foster client satisfaction by providing follow up to outstanding issues, requesting feedback and scheduling additional training or conference calls.
  • Plan, schedule and coordinate all credentialing appointments.  Gather attendee information, send invites, sets up WebEx, and troubleshoots issues on calls. Coordinate with team members for user name and passwords to be issued, follow up on receipt.
  • Maintain client data in documents, reports and Salesforce.com, including WebEx’s, conference attendees, campus visits.
  • Assist Associates with client faculty list requests and submissions
  • Assist with coordination of conferences. Send communications to clients such as save the dates and invitations.  Follow up with clients to confirm attendance, update associates of attendee lists.
  • Provide assistance to the Associates and Analysts on the team. Hold weekly conference calls to report on status of projects, collaborate on projects.
  • Assist in other projects as assigned
Qualifications

Job Requirements:

  • Associates Degree Preferred
  • 2 - 3 years of experience in a Customer Service role
  • Strong Customer Service Skills
  • Excellent Organization
  • Detail Oriented
  • Proven ability to analyze, troubleshoot, and multi-task
  • Needs to be FLEXIBLE, willingness to accept changes
  • Exceptional written, verbal and phone skills
  • Intermediate knowledge of Microsoft office, word, excel, outlook, power point
  • Ability to interact effectively with clients, managers, and coworkers.
  • Ability and willingness to participate in a team environment.
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