Client Relations Representative

 Client Relations Representative

Corporate Headquarters

485 Half Day Rd. Ste 100

Buffalo Grove, IL 60089

Summary

At Alma, our Client Relations team is an instrumental part of our customer’s journey. As the first point of contact, the Client Relations Representative is highly motivated, customer focused and detail oriented. As a result of their superior emotional intelligence skills, they provide an exceptionally friendly experience, with attentiveness and empathy encompassing a solutions-based approach with commitment to prompt resolution. Team members embody our values, serve others, and own it.

This position is on-site, and we are looking for good people who want to be a part of the amazing culture here at Alma!

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

·      Handle a continuous flow of inbound calls and emails

·      Create and manage customer service tickets, handling open tickets from start to finish

·      Provide customer service while documenting continuous touchpoints with customers

·      Provide customer assistance to troubleshoot technical issues

·      Investigate and resolve cases while problem-solving with a high customer focus

·      Relationship development, providing a positive customer experience while building a lasting rapport

·      Identify trends to enhance customer experience

·      Soft selling

·      Schedule and document preventative maintenance (PM)

·      Process sales orders, coordinate return authorizations, and check product and service availability

·      Effectively listen to ensure customer perspective is understood and provide feedforward on customer journey improvements

·      Deescalate tense situations and provide a calming presence

·      Coordinate and partner with various departments, engaging in effective interdepartmental communication

·      Be knowledgeable about current company policies, procedures, and directives

·      Continues improvement towards what the company does to support the business and success of internal and external customers

·      Work within our CRM and ERP systems, Salesforce and NetSuite

Competencies

1.     Initiative

2.     Problem Solving/Analysis

3.     Capacity to understand technical devices and processes

4.     Organizational and time management skills

5.     Ability to work in a dynamic environment and effectively adapt to change

6.     Ability to prioritize and multitask

7.     Communication Proficiency

8.     Effective listening skills

9.     Ability to retain large amounts of information

10. Proficient with navigating multiple systems at once

11. Proven ability to work effectively under pressure

Education and Experience Required

• Highschool diploma, or equivalent experience
• 2+ years of customer service experience

Skills Required

·      Positive attitude and approach to the job responsibilities and the Alma team

·      Proficiency in CRM and ERP systems, preferably Salesforce and NetSuite

·      Microsoft Applications (MS Office, Excel, PowerPoint, and Outlook)

·      Excellent organizational skills

·      Ability to multitask

Supervisory Responsibility

This position has no direct reports but assists in mentoring peers and other departments as needed.

Work Environment

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. The employee is occasionally required to sit or stand for up to 8 hours.

Travel

This position requires 0% travel as needed.

Work Authorization

Documentation showing eligibility to work in the United States will be required.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Alma, Inc. is Equal Opportunity Employment:

We're proud to be an equal opportunity employer and celebrate our employees' differences, regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or Veteran status.

E-Verification:

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.