Dept/Division: Client Services
Hiring Manager: Mary Darling
Date : Spring 2020
Purpose
Work from home as part of a team to coordinate all client services related activities with a focus on ensuring clients get the most value out of the program. This position is critical to building and maintaining client relationships to ensure continued profitability of the firm through organic growth and referral opportunities. The Client Services team is responsible for fostering a culture of collaboration both in and out of the Client Services department.
Functional Responsibilities
- Coordinate and execute service activities, such as onboarding new clients, resolving service requests, gathering and compiling data for client meetings, maintaining client files/dashboards and handling day-to-day client requests via phone, email, and live chat
- Document all client communication
- Process tasks and resolve issues in a timely and accurate manner
- Assist with client reporting and billing
- Assist with cancellation requests
- Manage relationships with clients and internal resource providers
- Communicate with production staff to fulfill client requests and resolve service-related issues and inquiries
- Continue to update clients on new initiatives and product enhancements
Core Position Competencies
Focusing on the Client
Shows empathy, concern, and genuineness in all client interactions. Ensures that the clients needs are met and service expectations are exceeded. Reaches out to be helpful in a timely and responsive manner. Strives to satisfy one’s external and internal customers. Understands the importance of getting it right the first time by completing all tasks in a timely, accurate and efficient manner.
Communicating and Collaborating
Speaks and writes clearly and effectively. Listens and asks questions to ensure understanding. Tailors communication style and message to the purpose and audience. Values and respects the opinions of others and seeks input from co-workers. Resolves conflicts or disagreements in a respectful, professional manner. Establishes a positive, inclusive atmosphere that reinforces collaboration and teamwork, whether with peers, or superiors. Supports an atmosphere that reinforces collaboration and teamwork. Is viewed as approachable by team members and is willing to share knowledge with others. Is flexible, open and receptive to new ideas and approaches.
Planning and Organizing
Prioritizes time well and handles multiple demands and competing priorities. Adapts to changing priorities, situations, and demands. Engages in problem-solving; suggests ways to improve performance and be more efficient. Proactively communicates with coworkers, while balancing the need to seek input and information with the need to make a decision. Manages time effectively and accomplishes all tasks and responsibilities in a timely and accurate fashion. Pays close attention to detail.
Exhibiting Motivation and Commitment
Shows initiative, anticipates needs and takes action. Demonstrates accountability in all work responsibilities. Exercises sound and ethical judgment when acting on behalf of the company. Exercises confidentiality in all aspects. Shows commitment to work and to consequences of own actions. Strives to achieve individual, departmental and company-wide goals. Seeks and acts upon performance feedback.
Job Requirements
Industry/Business Experience
1-2 years of experience preferably in a back-office and/or client service role.
Education
College degree or comparable experience
Skills and Knowledge
- Focus on client needs and customer service at all times
- Exceptional organizational skills with a proven ability to multi-task and manage multiple projects
- A team player with good interpersonal skills and the ability to work collaboratively across departments
- Excellent oral and written communication and presentation skills
- Demonstrates problem-solving abilities
- Ability to excel in a fast-paced, changing environment
- A self-starter who is detail-oriented , proactive, independent, flexible and methodical
- Expertise with Microsoft Office, Google web-based software suite; comfortable learning and navigating new technology and software applications.
Company Profile
CampusWell is a custom publisher of health and wellness interactive content for colleges and high schools. The company serves nearly 300 institutions, delivering its highly regarded digital publications to more than 3 million students each year. Using health communication science, compelling design, and a peer education style, CampusWell has transformed the way educational institutions think about population-level health promotion. Our goal is to positively impact the lives of millions of students by encouraging a culture of wellness in educational environments.
CampusWell has developed a reputation for achieving a high standard of service. We seek individuals who take pride in having high standards of work, integrity and personal accountability. We also tend to attract people who love the mission of helping young people live balanced lives. We offer a competitive compensation package including paid leave & vacation allowance.
Scope
Reports To: Client Services Manager
# of Direct Reports: n/a
# of Client Relationships Managed: Approximately 200 +
Location: Fully remote, local to Marlborough, MA a plus
Travel: Up to 2-4 conferences per year
Job Level: Non-exempt
Job Type: Part-time, 20 hours per week
Job Type: Part-time
Experience:
- Microsoft Office: 1 year (Preferred)
- Customer Service: 1 year (Preferred)
- Communication Skills: 1 year (Preferred)
Education:
Work Location:
Benefits:
- Paid time off
- Flexible schedule
Paid Training:
Management:
This Job Is Ideal for Someone Who Is:
- People-oriented — enjoys interacting with people and working on group projects
- Detail-oriented — would rather focus on the details of work than the bigger picture
- Achievement-oriented — enjoys taking on challenges, even if they might fail
This Company Describes Its Culture as:
- Outcome-oriented — results-focused with strong performance culture
- People-oriented — supportive and fairness-focused
- Team-oriented — cooperative and collaborative
Schedule: