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Client Experience Coordinator, Tier II at Access Information Management

Posted in General Business 30+ days ago.

This job brought to you by eQuest

Type: Full-Time
Location: Peabody, Massachusetts





Job Description:


Job Summary

The Client Experience Coordinator Tier 2 works directly with clients and operations to provide a higher level service to support more complex and involved client issues and requests, including retention & sales activities.

Primary Functions:


  • Resolve issues escalated by Client Experience Coordinators Tier 1.



  • Answer telephone calls, emails and other requests within Access and Client SLA's



  • Process Destruction authorizations



  • Process Account closure requests in accordance with SOPs



  • Provide standard sales quotes.



  • Produce and deliver inventory and other client reports per SOP



  • Provide FileBRIDGE Records training & support to clients



  • Educate clients on all available service offerings.



  • Work with clients on general pricing and contract questions



  • Assist Market Leaders with assigned functions of the monthly billing process, including customer-specific invoice reports and summaries, invoice adjustments.



  • Works with Clients and Client Service Coordinators to resolve invoice disputes, credit card payment processing



  • Assist account management by collecting client data, preparing customer reports, service agreements, account set ups.



  • Communicate regularly with direct supervisor to notify him or her of any potential issues, including but not limited to those relating to your job, or those relating to the client.



  • Produce credit adjustments for pricing errors, work order completion errors and sales/management concessions.



  • Manage the client profile in Total Recall and SalesForce.com



  • Manage the price increase process including client challenges and communication


    Secondary Functions:




  • Proactively address any questions or issues



  • Collaborate with team members.



  • Attend any required meetings.



  • Manage the abandoned inventory process.





  • Other Responsibilities:



  • Comply with all company policies and procedures.



  • Other duties as assigned by Regional Director.



Position Requirements:
Education and Years of Experience:


  • High school diploma or equivalent required.



  • 2 or 4 year college degree preferred.



  • 4 years past work experience in a service industry and/or a team focused environment required.

    Knowledge, Skills and Abilities:





  • Superior verbal and written communication skills with the ability to quickly establish trust and reliability over the phone.



  • Must possess problem solving and analytical skills with the ability to evaluate issues and conflicts and make timely decisions that benefit both the customer and the business



  • Must possess basic computer and keyboard skills.



  • Must have strong attention to detail.



  • Must possess excellent time management and organizational skills.



  • Ability to work collaboratively in a team environment.



  • Must have the ability to communicate with diplomacy and tact.

    Physical Requirements (lifting, etc.):





  • Routine lifting of 20-60 pounds.



  • Routine scanning of materials.



  • Overhead reaching.



  • Routine bending and stretching.



  • Routine use of hands for typing.



  • Must be able to climb stairs and use tools to maneuver materials.



All qualified applicants will receive consideration for employment. EEO/AA/Minorities/Females/Disabled/Vets

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.





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