CLIENT SERVICES SPECIALIST

CLIENT SERVICES SPECIALIST

The Client Services Specialist is responsible for retaining business by providing exceptional service to client partners (i.e. Client Associates, Independent Sales Consultants). This position interacts with client partners on a regular basis – through a combination of meetings, telephone and e-mail communication – to build effective working relationships and ensure completion of assigned client service operational activities. Also, manages various administrative and engagement-detailed work to support MHI client partners.

Essential Functions:
Serves as a catalyst, handling private program coordination through completion, includes Client Associate programs. Establishes a systematic method to track and meet time and project commitments and the completion of tasks. Communicates and appropriately escalates issues.
Maintains Client Associate certification details (hardcopy and database). Proactively notifies of upcoming recertification requirements and follows up on missing information.
Ensures proper web course set-up and scheduling on a global basis. Acts as a liaison to facilitate flow of information to ensure necessary actions are taken. Addresses and resolves non-technical issues and questions. In house Learning Management System expert, providing coaching and counseling, reporting, and troubleshooting activities.
Works with the corporate Materials Manager to ensure that all client deliverables are provided to global clients in a timely manner and that the company’s operations are in compliance with client service expectations.
Interprets complex client engagement documents (i.e. Statement of Work) to determine engagement details. Assists with analyzing the engagement status, tracking special billing and coordinating report discrepancy resolutions with minimal to no guidance.
Maintains professional relationships with key internal and external client contacts, gaining recognition as a business partner/resource on non-technical questions and issues.
Advises client partners on best practices and how to leverage PartnerHub and eService to better manage their business. Demonstrates proficient use of CRM applications and tools, including updating, populating and maintaining data.
Advises Client Associate Liaison on program modifications that would enhance the client’s overall experience.
Identifies and assists in implementation of quality assurance plan processes and procedure improvements.
Handles differing situations, problems and deviations in the department according to general instructions, priorities, policies and program goals.
Collaborates with representatives from other functional areas to resolve issues and improve service/delivery and handling projects or tasks as assigned.
Provides support to reception - answer telephones, direct calls to appropriate team member, takes messages as required, distribute incoming faxes to appropriate person, and track client service shipments to customers.
REQUIREMENTS
Education & Experience Required:
Associate degree (A. A.) or equivalent from two-year college and 1-2 years related experience and/or training, or equivalent combination of education and experience. A minimum of one year client service experience in relationship management is required.
Skills Required:
Understands and anticipates customer needs; continuously strives to improve existing work methods and implement new strategies; meets new challenges and changes with an open mind and optimistic response; takes accountability for achieving results
Identifies and implements improvements to work processes to provide more efficient service
Actively participates in change efforts, anticipates barriers, and identifies ways to overcome them
Expresses ideas clearly and shares information effectively both orally and in writing; articulate, detail oriented and good with follow up skills
Actively listens to others to improve the responsiveness and effectiveness of communications
Develops collaborative relationships and works effectively with others to facilitate work and accomplish objectives
Promotes an environment and culture that encourages effective teamwork and collaboration; is a role model in developing collaborative relationships
Self-starting - able to work independently and use good judgment in decision-making
Proactively identifies problems, ascertains possible causes and recommends solutions for corrective action
Miller Heiman, Inc. (MHI) is a fast growing industry leader in the field of sales effectiveness, which primarily engages in the business of developing, selling and presenting sales workshops, training programs and sales consulting services to employees of both domestic and foreign Fortune 1000 companies.

MHI offers its employees a competitive performance-based compensation plan along with a generous benefit package including 100% company paid employee Medical, Dental, and Life Insurance; 401(k) Retirement Plan; Tuition Reimbursement; College Savings Plan; and liberal vacation and sick leave.

To learn more about MHI, log on to our website at: www.millerheiman.com.