Client Service Representative Job in Boston 02116, Massachusetts US
We currently have a need for a Client Service Representative (CSR) in our Boston office. This person will be responsible for client relationship and survey process management which consists of:
§ Survey Project Initiation (Up-front communication/advising)
§ Customer Service and Project Management (Services multiple clients-- external client, survey participants, participant raters, CRM, consultant, etc.)
§ Data Delivery (Survey processing and quality control)
§ Account Management
Survey Project Management
Project Initiation includes detailed, up-front communication with contact(s) (Contact varies by survey engagement. It could be the client, the CRM, a consultant on the project, or a project coordinator/ administrative assistant, or any combination thereof.) to clarify timelines, surveys to be used, participant lists, and any special issues/requests associated with the survey. The CSR manages client expectations, and provides advice/best practice information based on knowledge of/experience with the survey process.
Customer Service and Troubleshooting. The CSR is the point of contact for any participant, rater, client, or consultant that has any questions or concerns about the survey process. If a participant or rater is experiencing problems accessing the web site (cookies, firewalls, proxy servers, internet browser issues) they go to the CSR to troubleshoot. If the consultant has questions about the status of data collection, he/she goes to the CSR. And if anyone has a question about the survey, itself and why he/she has been asked to complete it, he/she goes to the CSR. The CSR is responsible for ensuring that all timelines are adhered to for each project.
- Proactively engage with assigned LT Direct clients and prospects about their product/service needs.
- Ensure clients are satisfied with deliverables received from L T Direct, and that their invoices are settled according to Hay Group payment terms.
- Continually seek and identify additional LT Direct opportunities by keeping up-to-date with client needs.
Data Delivery. As the survey cut-off nears, the CSR is in contact with the client to discuss initiating the processing of data, or extending the survey cut-off deadline to ensure sufficient data is collected. If the decision is made to extend the deadline, CSR communicates that message to participants/raters. If the decision is made to proceed, the CSR processes the data. CSR then performs detailed, quality check of feedback reports, prior to shipping to client. May be called on to respond to additional “on-demand” requests, such as re-run reports, pull data, create composite reports, etc.
CSRs are also responsible for getting payment information (credit card, purchase order) from clients and making accounts receivable/follow up calls, if payment is not forthcoming.
Important to note: CSRs have multiple engagements, at various stages in the process, running simultaneously. Multi- tasking is important. The CSR has access to extremely sensitive/confidential information--discretion is also very important.
Skills/Competencies
Commitment to Quality
Customer Service Orientation
Achievement Orientation
Teamwork and Cooperation
Flexibility and Adaptability
Excellent Written and Oral Communication Skills
Ability to work in a deadline-driven environment
Ability to multi-task
Attention to Detail
Education: Bachelor’s Degree preferred
Technical Skills:
Proficiency with the following products:
Microsoft Word, Excel, and Access
Internet