Client Relations Specialist, Certification
Client Relations Specialist serving as the first point of contact for certification applicants, providing Tier 1 technical support, guiding clients through the certification process, and managing renewals via Salesforce.
What You'll Do
- Provide Tier 1 technical support such as handling basic issues and requests that are beyond the scope of self-service solutions.
- Serve as a key point of contact for the general public, current clients, and prospective customers. Provide detailed information on the certification process, including scope, application status, and cost of services, ensuring clear and accurate expectations are set.
- Deliver prompt and professional responses to inquiries via written correspondence or telephone, demonstrating tact, diplomacy, and accuracy in every interaction.
- Help clients maximize their Certification benefits by providing support and troubleshooting as needed. Apply renewal workflows and processes to retain clients effectively, tracking and managing renewals through Salesforce.
- Accurately review and screen applications for completeness, scope, and pricing. Coordinate with the manager to escalate potential sales opportunities when necessary.
- Facilitate the onboarding process for prospective applicants, ensuring a smooth transition to certification.
- Collaborate with Client Relations teammates to create, update, and maintain standard operating procedures (SOPs).
- Perform administrative tasks and conduct research as requested to support the overall operations of the Client Relations team.
- Utilize internal systems and CRM tools to address client requests and account needs. Adhere to SOPs for account updates, ensuring accuracy and compliance.
- Proactively contact clients regarding upcoming renewals, guiding them through the information update process to ensure seamless service continuation.
- Consult with internal subject matter experts for complex or irregular issues.
- Manage client issues and troubleshoot problems, escalating to technical support when necessary.
- Assist clients with billing inquiries or issues, providing clear guidance and support.
What You'll Bring
- Experience using Salesforce and other cloud based solutions
- Excellent communication skills across all media (e.g., verbal, written)
- Proficiency at handling interactions with tact and diplomacy
- Experience interacting with clients in a customer support role
- Adept at basic internet research and data entry
- Proven experience managing a high volume of time sensitive client requests
- Highly organized and efficient
- Strong interpersonal and communication skills including the ability to lead discussions in diverse groups of varying size
- Excellent time management and problem solving skills as well as the ability to use good judgment and make strong independent decisions
- Strong problem solving abilities and resourcefulness
- Ability to build and maintain effective working relationships with team members along with willingness to set and maintain high standards of performance
Compensation & Benefits
- Multiple Medical, Dental & Vision plans
- 401k with company match and immediate vesting
- Generous paid time off package and 11 paid holidays
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