Client Services Representative

Employer
CT Corporation System
Location
Baltimore, MD
Posted
Jan 12, 2022
Closes
Jan 15, 2022
Ref
310874000
Function
Customer Service
Industry
Other
Hours
Full Time
The Client Services Representative is responsible for assisting and consulting clients on how to best use the data gathered for search, retrieval, filing and processing of Federal, State and County documents. By utilizing a consultative approach, the Client Services Representative will ask questions to determine the appropriate action to fulfill customer needs and resolve their concerns. This role is responsible for compiling search results, answering inbound calls & emails, interacting with correspondent networks and state/local agencies and reviewing public record documents to research answers, gather customer requirements and order information, resolve customer complaints and escalates issues where appropriate. Follows procedures for order placement, order management, client services documentation and responsibilities in a timely manner. Ensures quality results with minimal errors.Essential Duties and Responsibilities:Respond positively to and expeditiously process all inquiries and orders. Increase revenue by participating in up-sell and cross-sell promotions as appropriate. Receives and responds to customers in a timely manner. Enters new client information into client database as needed.Manages client orders via multiple queues. Responsible for entering orders, performing searches on external websites, working with an external correspondent network, reviewing and processing results into our internal system and billing & invoicing orders.Follows-up with clients by phone or email correspondence to keep client fully informed of issue or order status. Contacts internal departments as necessary to resolve customer-related issues.Keeps records of customer phone & email interactions, recording details of inquiries, complaints, or comments, as well as actions taken in Customer Relationship Management (CRM) System.Refers unresolved customer grievances to designated departments for further investigation. Follow established service quality standards and order processing time standards. Assesses individual customer requirements and direct activities to appropriate departments.Utilize order entry systems to provide accurate information to customers, including interpreting quotes and promotions and credit policies. Provide required documentation related to each particular order to meet the customer and the organization's needs. May be required to perform other related duties as required and/or assigned by the Supervisor.Must demonstrate judgment, tact and diplomacy in dealing with internal and external customers as well the ability to handle confidential and/or proprietary information.Job encounters recurring and routine work situations with occasional variations from the norm. Works on assignments that are minimally complex in nature where judgment is required in resolving problems and making routine recommendations.Receives thorough training on products, services, how to complete orders, billing and customer skills needed to handle client interactions. Accuracy is required in performing all functions of this position. Initiative and organization skills are extremely valuable to ensure good customer service.Must possess self-motivation, enthusiasm, and positive attitude and perform as a team player. May serve in various teams according to business needs.Meets personal, team metrics and company metrics and goals.May be required to perform other related duties as required or assigned

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