|Date Posted||August 5, 2022|
Call Centre / CustomerService
The Client Relations Specialist coordinates a client s waste disposal needs and requests as determined by their service agreement. This role will also act as an internal consultant to operational business partners and contribute to the development of a comprehensive understanding of business performance; identify issues and opportunities to enhance customer experience. The Client Relations Specialist follows clearly defined processes and makes limited discretionary decisions and judgement calls as they pertain to client requests and position responsibilities. Also, responsible for review and approval of client billing including discrepancy resolution.
Primary Responsibilities (Essential Functions):
Communicate daily requests from technicians, compliance, or sales regarding modifications or issues with the waste disposal needs of clients.
Follow up on store service or client complaints, requests for additional pickups, client inquiries, and/ or adding other features to a client account.
Assist in coordinating with stakeholders involved in handling any disruption or changes of service due to unexpected situations and gaining approval for changes.
Document and maintain client issues and logistical changes daily in client portals in addition to billing tasks for larger clients.
Pro-actively handles multiple client accounts and ensures a high level of satisfaction to assigned clients by meeting the expectations of the client per their service agreement.
Develop a positive client relationship and take opportunities to upsell new account features as needed.
Attend face to face meetings with client as scheduled.
Manage all aspects of client projects in multiple databases including maintaining and reviewing client records for completeness and accuracy.
Provide clients with ad-hoc reporting which includes but not limited to, shipping/tracking reports, detail manifests, on-time delivery and pick-up reporting, and waste accumulation analysis.
Provide internal reports on the progress of a client to all appropriate team members.
Confirm waste disposal processes that are prepared meets internal and governing agency requirements and maintains a high level of quality.