National Accounts, Client Services Representative
Copesan

Job Summary

Responds to customer inquiries. Ensures that service requests are dispatched appropriately to the assigned branch. Communicates effectively with colleagues, customers and branches to resolve concerns. Enters and maintains new client set-up information and all client account data changes in corporate database system(s). Ensures all relevant tasks associated with all National Accounts are completed in accordance with contractual obligations.

Key Performance Indicators

• productivity
  
• accuracy
  
• soft skill
  
• attendance
  

Principal Duties and Responsibilities

• Answers customer/client requests or inquiries concerning services, products and concerns that may arise.
  
• Utilizes operational system to process service requests promptly.
  
• May be tasked to work in one or multiple queues/skill sets over various customer contact channels.
  
• Updates all client information in corporate database and maintains the accuracy and integrity of the data.
  
• Ensures that billing methods, pricing and tax codes are properly entered and assigned.
  
• Ensures that service protocols and service specifications are sent with service tickets.
  
• Notifies partners, account managers, and sales teams of account changes and client concerns.
  
• Compiles and sends Service Program materials.
  
• Communicates new site information to branches.
  
• Process and communicate any and all customer account changes to include but not limited to cancellations, frequency changes, downgrades, service skips, etc
  
• Escalates repeated concerns or unsatisfactory service concerns according to written process
  
• May assist in mentoring new colleagues
  
• Work schedule may be 40+ hours per week
  
• Schedule may be during off hours or partially during weekends
  

CANDIDATE SUMMARY

Required Experience

• Must have and express a sense of urgency when dealing with colleagues and customer concerns
  
• Must have intermediate organizational skills.
  
• Must have intermediate verbal and written communication abilities.
  
• Must be computer literate and an intermediate level of office applications
  
• 1 year in customer service, administrative, or operational roles
  
• High School Degree
  

Formal Education, Qualifications or Training

• High school diploma or equivalent

• Some college preferred but equivalent work experience is acceptable

• 1-3 years customer service experience

• 3-5 years data entry experience

• Written and verbal communication skills

• Organizational skills

• Ability to multitask

• Detail oriented

• Ability to learn new business unit software programs as needed

Physical Demands and Working Conditions

The physical demands are representative of those that must be met by an employee to perform the essential function to this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Incumbent must be prepared to:

• Move up to 10 pounds occasionally, by lifting, carrying, pushing, pulling, or otherwise repositioning objects.
• Sitting for long periods of time while using office equipment such as computers, phones and etc.
• Fingering and Repetitive motions; such as movement of wrists, hands and fingers while picking, pinching and typing during your normal working environment.
• Express or exchange ideas with others through the use of spoken word, quickly, accurately, and at an easily audible volume, and receive detailed information through oral communication at usual speaking levels without correction, and/or make fine discriminations in the nature of sounds in the environment.

Incumbent is required to have:

• Close visual acuity to perform detail-oriented activities at distances close to the eyes, as well as visual acuity to perform activities at or within arm's reach with skill, control, and accuracy, such as preparing and analyzing data, viewing computer screen and expansive reading.

Incumbent will be subject to:

• Inside working conditions: The change of building environment such as with or without air conditioning and heating.

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