Client Experience Representative
OSG Delivers Customer Communication Solutions that Exceed Client Expectations & Meet Consumer Preferences, how do we do that.....through dedicated Client Experience Representatives
Output Services Group (OSG) is looking for dedicated Client Experience Representatives who will be responsible for monitoring all aspects of assigned projects to exceed client expectations of quality and service within our healthcare team! This position serves as an internal resource to assist in performing day-to-day activities and completing projects.
This employee must work to identify and effectively resolve issues while building a strong relationship with other internal teams. Their primary responsibility is to coordinate requests needed from our client facing and programming teams with our Print Center. This includes but is not limited to client testing, job setups, report monitoring and managing client inventory.
A successful candidate will have the ability to work in a fast-paced shared service model environment where they serve as a key driver of the client experience by delivering first-in-class service and support to our client facing team. The Client Experience Representative must possess a good understanding of assigned accounts, how they work best, and have the ability to work with them in customized ways that generate an exceptional level of trust, mutual respect, and an ultimate extension of the client/company relationship.
Role Responsibilities
- Work as a liaison between our client facing, programming and print center teams.
- Receives data instructions and project specifications and converts them into job instructions for internal technical and operations teams.
- Monitor client custom inventory, communicate when replenishments need to be made and work with procurement on reorders.
- Work collaboratively with internal teams on issue resolution
- Acts responsively and with attention to detail when researching and providing information as it pertains to client requests and deliverables. Ensure proper follow through resulting in closure of any outstanding work items and/or incident resolution.
- Adheres to established policies, procedures, deadlines, and quality guidelines; assure the accuracy of work entered, identify errors, and make corrections as required. Follows procedures and refers non-routine problems to Manager.
- Must be able to work as an advocate for both the client and the company in delivering all standard/custom printed solutions as it relates to strategy, reporting, and documenting progress to client requests in a timely manner.
- Proactively identify opportunities for process and profitability improvement.
- Effectively use Salesforce for case management
Qualifications
- High School Diploma or GED
- 3+ years’ experience as a client representative, project manager or similar role is preferred
- Excellent written and verbal communication skills, regardless of format ( i.e., phone, email, text, video conferencing, in-person)
- Outstanding ability to build strong relationships, both internal and external.
- Strong detail- orientation for Corrective Action Reports, Service Level Agreements and status reports, and other critical business correspondence
- Ability to analyze client data and reports for patterns, anomalies and quality
- Ability to meet deadlines while balancing multiple client deliverables
- Self-motivated, always curious, and consistently eager to learn.
- A strong work ethic, self-motivated, accountable and possess a sense of ownership.
- Must possess a passion for teamwork, client service, and supporting company goals.
- Must maintain confidentiality while working closely with clients regarding all aspects of their campaigns.
- Previous print and mail experience preferred but not required
- Salesforce, CRM experience a plus
OSG offers equal employment opportunity and will not discriminate on the bases of race, religion, color, sex (including pregnancy, gender identity, and sexual orientation), parental status, national origin, age, disability, family medical history or genetic information, political affiliation, military service, or other non-merit based factors.
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