Position Title: Client Service Representative
I. General Description
The Client Service Representative (CSR) is responsible for the day-to-day maintenance of the client program(s). This may include: determination of the value of advertising submitted by retailers and/or wholesalers under the terms of the assigned client program(s), tracking pertinent information as required by the client, and providing customer service regarding status, programs, and issue resolution. To accomplish this goal the CSR must have the ability to get a clear understanding of the client program and how it relates to the company, the client, and the advertiser.
II. Job Requirements
A. Auditing/Administration
1. The Client Service Representative (CSR) must have ability to get a clear understanding of the client's programs, products and restrictions.
2. Must be able to recognize when to ask appropriate questions if unclear on a particular issue, to listen to the answers, and learn from them so that when a similar situation arises, he/she will know how to handle it.
3. Determine accurately and efficiently the value of the client’s advertising for all claim submissions regardless of the degree of difficulty.
4. Responsible for processing the number of claims necessary to maintain the contractual turnaround time.
5. Assist with client mailings or other special projects for their assigned clients as required.
6. Understand the filing systems and post-processing procedures and organize his/her work responsibilities accordingly.
7. Assist in the documentation of auditing procedures, program requirements and inconsistencies.
8. Constantly analyze problem areas and help in the implementation of procedures and policies to streamline processes.
B. Systems Skills:
1. Perform the following basic software functions:
a) Look up account information
b) Look up claim/financial/accrual information
c) Data entry
d) Run basic reports
e) Understand the functions of and offer support for other SMS marketing support programs.
2. Possess basic knowledge of both Microsoft Word and Excel.
3. Possess required knowledge for phone system functions.
C. Customer Service:
1. Handle all communications (phone, fax, and e-mail) courteously and professionally, and know when and how to defer questions/concerns to a supervisor.
2. Possess exceptional phone skills conducive to handling all customer service issues.
3. Promptly answer and/or return all phone calls
4. Assist customers in obtaining any advertising information such as logos or disclaimers or advise them how to use SMS marketing services and technologies.
5. Maintain necessary production levels while offering customer service.
6. Log all phone calls as required.
D. Deadlines:
1. Be aware of the payment-processing schedule.
2. Be aware of the contractual claim turnaround time.
3. Possess the time management skills necessary to meet all contractual obligations by taking the steps necessary to maintain both the processing schedule and turnaround time.
III. Qualifications/Skills
A. College graduate or related marketing/business experience.
B. Must have a strong attention to detail.
C. Should be able to analyze and determine relationships between data.
D. Must have strong customer service abilities.
E. Ability to deal with complex situations and collaborate effectively with team members in order to provide fast and effective problem resolutions.
F. Ability to work in a fast-paced environment.
G. Sharp mathematical analysis with the ability to think through processes
H. Must be team-oriented.
I. Must possess excellent organizational skills and be able to multi-task.
J. Excellent written and verbal communications, as well as good documentation skills required.
K. Intermediate to expert skills in Excel spreadsheet work a big plus.
IV. Miscellaneous
A. The CSR is required to comply with all Policies and Procedures as outlined in the Company Policies and Procedures manual.
B. The CSR is responsible for completing all other duties as deemed necessary, at the discretion of direct supervisor and/or management.
- Location: Chicago
- Compensation: 24K to 28K DOE
- Principals only. Recruiters, please don't contact this job poster.
- Please, no phone calls about this job!
- Please do not contact job poster about other services, products or commercial interests.