DISA Global Solutions, Inc.

Client Account Representative

DISA Global Solutions, Inc.

full-time

Posted on:

Origin:  • 🇺🇸 United States

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Salary

💰 $19 - $23 per hour

Job Level

JuniorMid-Level

About the role

  • Develop trusted advisor relationships for all assigned clients.
  • Provide assigned clients with excellent and prompt customer service via telephone and email.
  • Manage client accounts, ensure compliance, and build productive working relationships within client service policies.
  • Take lead on major account changes/initiatives and/or conflicts and communicate with appropriate departments.
  • Escalate issues that affect customer experience scores immediately.
  • Coordinate and collaborate with internal account teams and cross-functional departments to resolve service issues.
  • Develop and nurture customer relationships; manage and solve conflicts with root cause analysis and proposed solutions.
  • Maintain timely workflow of projects; prioritize requests to solve issues, complete tasks, and serve the client.
  • Conduct continuous improvement training and education to maintain expert knowledge for assigned clients.
  • Handle all service inquiries within SLA/specific guidelines or regulations for assigned accounts.
  • Provide clients with navigation/training in DISA platform(s), handle account updates and ordering supplies or services.
  • Anticipate and monitor at-risk accounts; escalate concerns through proper channels.
  • Verify daily processing and error corrections to ensure accuracy and timeliness of reporting for assigned accounts.
  • Initiate contact with clients or business partners to ensure speedy resolution.
  • Provide subject matter expert knowledge related to rules, regulations, laws as applicable.
  • Other duties as assigned.

Requirements

  • High school diploma or GED and four (4) years of corporate/retail customer service experience, or an associate degree with two (2) years of corporate/retail customer service experience.
  • Exceptional writing, editing, and proofreading skills, with an eye for detail.
  • Basic level in CRM; experience with MS Dynamics or Salesforce preferred.
  • Creative troubleshooting and problem-solving skills.
  • Strong verbal and written communication skills as demonstrated through phone presence and email quality.
  • Experience utilizing customer service skills while multi-tasking.
  • Must show initiative and be reliable to work with some independence once trained.
  • Detail oriented, organized and the ability to problem solve.
  • Work/Training Schedule: Mon – Fri 8:00 am – 5:00 pm CST.
  • Physical: occasionally lift up to twenty-five (25) pounds; specific vision abilities required.