Client Services Representative

Primary Purpose of the Job

The service liaison between the client and Omni Data Retrieval. Delivers exceptional customer service by addressing client inquiries, resolving issues efficiently, and ensuring client satisfaction, while also building strong client relationships, supporting client retention, and contributing to the overall success of the business by promoting a positive client experience.

Supervisory Responsibility

Does not directly supervise team members.

Essential Duties

• Develop and maintain positive client relationships by working as part of a team to manage inbound and outbound client calls and emails in a professional manner and per training guidelines.

• Utilize resources to personalize interactions with clients while using a proactive and positive approach.

• Respond promptly to incoming calls, voicemails, and email inquiries.

• Resolve requests, problems, orders, and technical issues promptly and accurately to retain our clients' service and loyalty.

• Keep leadership informed of issues or inquiries that indicate potential client dissatisfaction.

• Provide additional service recommendations for existing accounts.

• Accepts coaching and feedback and takes necessary steps to improve performance through commitment to learning and growth.

• Short-term account management responsibilities on an as needed basis.

• Stay informed of current policies and procedures.

• Continue professional development through ongoing training and education, along with cross training to aid other operational departments.

• Other duties as assigned.

Required Skills:

• Self-motivated, eager to take initiative, and committed to delivering exceptional client experiences.
• Positive team play with excellent interpersonal skills to engage professionally with clients and business units.
• Strong written and verbal communication, problem solving, and multi-tasking abilities.
• Intermediate proficiency in Microsoft Suite with the ability to interpret reports and provide insight to clients.

Required Education and Experience

• High school diploma or GED equivalent
• 1-2 years' experience in client service and data entry.

Physical and Mental Demands

• Maintain a professional demeanor, attitude, and appearance.
• Prolonged periods of sitting and standing at a desk and while working on a computer.
• Ability to lift up to 10 pounds on an occasional basis.
• Regular and predictable attendance.
• Regular interaction with other team members, including spontaneous and planned video meetings.
• Ability to effectively perform responsibilities under occasionally stressful situations, including meeting daily, weekly, monthly, quarterly, and/or annual standards and workload expectations.
• Ability to simultaneously manage multiple interaction channels including phone calls, emails, and chats while maintaining a high level of quality and productivity.
• Ability to work any shift and required overtime based on business needs.

This job description does not include the marginal functions of the job that are incidental to the performance of fundamental job duties. All duties and responsibilities, including regular and reliable attendance, are essential job functions and are a requirement. To perform this job successfully, the team member must possess the skills, aptitudes, and abilities to perform each duty proficiently, with or without reasonable accommodation. The requirements listed in this job description are the minimum levels of knowledge, skills, or abilities necessary for the job, with or without reasonable accommodation. This job description is subject to modification at any time.