Client Services Manager

Job Description

Position Summary :

The primary responsibility of the ClientServices Manager is to guarantee customer satisfaction by ensuring superior customer service. The manager oversees call center teams; monitors call queue performance, handles complaints, and communicates with customers for feedback and suggestions.

Essential Duties and Responsibilities:

• Oversees the local and national customer service teams.
• Resolves client concerns.
• Manages product offerings of, but not limited to, einfo, ImageWare, Vcare, PrintWise shopping and MPS service.
• Assists/oversees in providing demonstrations for Loffler's customer portal.
• Administrates the customer portal.
• Maintains reporting metrics for the call center.
• Collaborates with the management teams for database updates, development and maintenance.
• Manages Customer Data integrity within Loffler's operating system for customers, contacts, bill codes, dispatch counsel, etc.
• Cross trains the call center team working towards the future towards a help desk role.
• Coordinates data for new acquisitions and is a part of the acquisition team.
• Proactively looks for improvements in the service and supply processes.
• Assists in service coordination.
• Resolve client concerns and notifies Sales Representatives of any pending issues.
• Manages custom pricing module for customer supplies.
• Manages all service and supply invoicing, outside of consolidated billing.
• Completes annual evaluations for members of the team.
• Cross train in other areas of the department to fill in where needed.
• Responsible for understanding, staying updated on, and abiding by the Employee Handbook as written.
• Other similar duties as assigned.

Qualifications/Requirements :

• Minimum of threedays in office
• Ability to work with minimal supervision.
• Works well under pressure to achieve deadlines.
• Ability to work with detailed information accurately.
• Ability to communicate both written and orally.
• Candidates must posses a valid driver's license, maintain an acceptable driving record, and provide proof of minimum auto insurance coverage as required by state law.

Education/Experience :

• Five years of industry experience in similar field or job duties.
• Proficient with Microsoft, Outlook, and Loffler's operating systems.
• Knowledgeable with Imaging service and the order process.

Supervisory Responsibilities :

• Carry out supervisory responsibilities in accordance with organizations policies and procedures.
• Responsibilities include interviewing, selection and training employees; planning, assigning and directing work; mentoring and appraising performance; rewarding and disciplining employees; addressing customer concerns and resolving problems.
• Responsible for understanding, staying updated on, and enforcing the Employee Handbook as written.

Work Conditions :

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• The noise level in the work environment is usually minimal.

For information on the physical demands of this job, see Human Resources.

The posted range for this position represents a good faith estimate of the minimum and maximum starting compensation for this role. In addition to the base salary, we offer a comprehensive benefits package that includes health and dental insurance, retirement plans, and paid time off.

Why Work for Us?

• Top Workplace
• Career Advancement
• Employer Paid Life Insurance and Disability
• Paid Time Off, Volunteer Time, Holidays, Bereavement, and Parental Leave
• Benefits Package including FSA, Medical, Dental, and Vision
• 401K with Employer Match
• Tuition Reimbursement