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Client Services Representative

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Hebron, OH, USA

Job Type

Full Time

Workspace

On-Site

About the Role

Under the supervision of the Client Service Manager and the Director of Sales, the Client Support Analyst I is responsible for SmartBill Client Support, the insert process and responds to all payment inquiries related to print mail and payment services.

Requirements

Duties

  • Manage client insert process including insert requests, pricing/client quotes, and communicate with Production for printing

  • Address all insert questions within the scope of Client Support Analyst I or escalate to Client Support Analyst II if needed

  • NCOA Renewals as needed

  • Respond to incoming client inquiries providing timely, accurate and professional responses

  • Learn, understand and apply knowledge of services provided to the client and the specific characteristics of work performed for the client

  • Learn, understand and apply knowledge of multiple payment resources and support applications

  • Escalate issues that are out-of-scope or cannot be resolved at the department level and provide detailed documentation supporting the issue for the receiving party to quickly grasp the issue/event history, scope, status and impact

  • Manage multiple client support requests and respond within established time frames

  • Collaborate with department team members and coordinate support work, monitor issue resolution, validate findings, communicate and document final resolution

  • Answer and effectively communicate positively to clients regarding services, processes and procedures

  • Document the “How to” for troubleshooting all sites

  • Demo and train Clients to use SmartPay Works with or without payment

  • Support Sales Department as needed and directed by Sales Director

  • Perform other assigned duties in support of the business

    Accountability

  • Maintain a strict level of confidentiality with the client information by following the SmartBill information security policy

  • Acknowledges and adheres to SmartBill Information Security Policy

  • Strong time-management skills

  • Ability to multi-task

  • Establish priorities and meet needs and deadlines of business

About the Company

At SmartBill, our mission is to provide the best possible experience for our clients in all aspects of their billing and payment needs. We strive to be a one-stop-shop that offers superior service, innovative technology, and transparent communication to create a personalized and efficient bill printing and payment solution that exceeds expectations.

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