Client Relations Representative
We are looking to grow our Client Relations department team and we’re hoping YOU are up to the challenge. The position is highly visible within the organization; these individuals are the face of the company to our hundreds of clients (and their member customers) across the country.The position requires you to work with our client business owners and managers to help set them up on our programs, train them, address their questions, and promote the use of our customer retention solutions. In this capacity, you would be responsible for handling inbound client inquiries and making outbound proactive calls. In addition, you will be called upon to help support our clients’ users – both via phone and email. In short, there’s not a lot of face-to-face interaction with clients, so you need to be good on the phone.
Success Indicators
- Outstanding phone etiquette & customer service skills
- Ability to listen attentively, actively assess information provided, analyze options, and recommend solutions – sometimes all at once
- Know that good (or good enough) is the enemy of great; always willing to go the extra mile to make your customers happy
- Uncanny attention to detail
- Out-of-the-box thinker who sees (and seeks!) challenges as opportunities to learn and grow
- Embrace and drive continuous change & improvement – both in yourself and in your job
- Typically able to find a positive outlook on most any situation and you find that people come to you for inspiration, guidance, or advice
- Not afraid to fail – but rarely make the same mistakes twice
- Confident and “go-getter” mentality, yet humble and respectful
- Total team mentality while taking full ownership and responsibility for your interactions with clients
- Excellent written and verbal communication skills; you’ll know that spell- and grammar-check can sometimes be wrong
- Deep understanding of synergistic approaches to creating win-win social media campaigns utilizing location-aware QR codes and PPC technologies on iOS and Android platforms…in the cloud. OK, just kidding on this one. We’ll settle for a semi-decent ability to recall obscure Seinfeld quotes.
While your duties and priorities may change from day to day, your goal will remain the same: delivering exceptional customer service – both to internal and external clients.
Essential Functions
- Providing email and phone support to our clients’ program members
- Setting up & consulting with new clients in a way that maximizes potential performance
- Detailed account analysis to assess clients’ ongoing performance
- Proactive, outbound phone calls to discuss & improve client performance
- Email campaign idea generation & review to increase client performance
- Solving inbound client issues that may be hindering client performance
- Process review and improvement to increase personal & company performance
So now that we’ve let you know what we want, you’re probably wondering why you’d want to work here. If you join our team, you’ll:
The position is based in our San Ramon, California office and will require very little (if any) travel. To apply for this position, please send us your resume in PDF or DOC format (only) along with an interesting/creative cover letter that explains why you think you're a good fit for the job. HINT: If we like your cover letter, we are much more likely to read your resume. Yes, we actually read cover letters!
Please submit your resume to jobs@media-trac.com.
