Client Service Rep in Training

The position of Client Service Representative (CSR) In-Training is a growth and development role responsible for working with the Client Service team to build and manage relationships with our clients. Overtime, the CSR In-Training will be responsible for management of assigned clients, and will also serve in a help desk capacity, providing front line support to your team’s client base.  You will collaborate and communicate with other departments in a dynamic and fast-paced environment while providing exceptional customer service.  You will learn to analyze data captured from our clients to determine compliance and exposure. Responsibilities will gradually be given to the CSR In-Training, and will ultimately include, but are not limited to:

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  Answering of all phone calls and emails received by:
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    Providing education, system assistance and work updates to callers as required.
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    Collaborating with other departments for investigation and resolution.
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    Routing the call to the proper person or taking a message.
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  Ensuring client satisfaction, client retention and overall profitability for your assigned clients by:
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    Maintaining regular contact with clients assigned to build relationships that encourage and foster new and repeat business.
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    Providing consistent, excellent customer service to client accounts by maintaining open lines of communication and verifying/managing client expectations and communicating them to the LTS Team.
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      Work with clients to uncover needs, challenges or goals impacting their compliance and exposure.
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      Map out objectives and deliverables, designing action plans/solutions with timelines to meet goals.
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      Provide a channel for clients to report software failures, security incidents, problems and/or complaints to Lee TranServices.
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    Gaining a clear understanding of LTS’s services, systems and procedures to ensure clients expectations can be met and facilitating adjustment where necessary to achieve compliance while ensuring account profitability by:
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      Providing training on LTS processes and systems,
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      Providing training and best practice guidance on federal and state regulations, and
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      Working with clients to update records as required to facilitate compliance or automated processing.
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    Being aware of and in pursuit of opportunities for account growth and new business, involving Director of Client Service or sales as needed.
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    Handling client correspondence, complaints, and inquiries and escalating both internally and externally when necessary.
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    Assisting Client Service team to analyze and interpret data to determine the optimal course of action and presenting a comprehensive report of findings/results and recommendations to clients in a variety of formats (formal papers, PowerPoint, etc.).
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    Assisting with the implementation and training/web demos for new clients and/or service expansions.
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    Assisting with coordination of audits.
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  Attending in-service training to improve skills and to keep abreast of changes in contracts and procedures.
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  Assisting with development of annual objectives for personal and client growth and ensuring deadlines are met.
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  Providing back up support to the reception desk as needed.
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  Maintains a secure environment by ensuring that all Physical Security policies are observed for their workspace.
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  Ensure that the all guidelines of the Data Classification policy are followed when handling documents and files.
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  Other duties as required.

Requirements:

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  Bachelor’s Degree or equivalent experience.
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  1+ years of client service experience.
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  Highly motivated, goal oriented and persistent.
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  Experienced at troubleshooting; proven analytical and problem solving skills.
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  Willingness to work cooperatively with others and treat fellow employees with professionalism.
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  Organized and methodical with a meticulous eye for detail.
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  Ability to work in fast-paced, stressful environment and to multi-task and delegate effectively.
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  Professional presence and ability to liaise with multiple departments and across all professional levels.
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  Excellent Verbal and Written Communication Skills, including telephone communication and active listening.
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  Proficient in Microsoft Office Products.
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  Plans and carries out responsibilities with minimal direction.
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  Travel <5%

Equipment Used:

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  Computer/Printer
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  10-key calculator
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  Scanner
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  Copier
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  Fax
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  Telephone