Dwellworks

Client Services Representative

• Maintain Client Relationship (40%)
• Visit client offices to maintain a relationship with client contacts including Supply Chain, Operations, and Account Management
• Act as direct contact for client’s requests for market info, pricing, service delivery explanations, scope modifications, and new opportunities
• Act as liaison between account management and operations to facilitate effective communication for consistent reciprocal understanding of needs and expectations
• Partner with supply chain and operations team to ensure adequate supplier coverage, smart solutions and client-focused service support
• Anticipate and identify business opportunities and challenges and help to create a profitable strategy that aligns with overall business direction
• Maintain a consultative relationship with the regional account purchasers and influencers to ensure satisfaction, renewal and a continued growth path
• Assist the Account Director in creation and presentation of annual reviews
• Sales outreach to decision makers
• o Set initial cadence for outreach to current contacts at clients
• o Build base list in HubSpot (KPIs/targets to hit monthly)
• o Grow connections and personal presence on LinkedIn
• o Learn more about leveraging HubSpot
• o Work with marketing support to build automated campaigns in HubSpot
• o Receiving coaching activities from VP Sales / similar senior roles within the company
• Issue Resolution, Reporting and Analysis (30%)
• Act as a central point of contact for clients on escalations – involve all Dwellworks departments as required to resolve escalations
• Prepare and provide monthly, quarterly, and annual reports as requested by the client and operations teams
• Research and respond in a timely manner to requests for proposal, pricing and information
• Monitor performance scores and escalations – report, analyze and trend defects
• Communicate with Operations Team (20%)
• Lead escalation action and response; assist operations with service recovery initiatives, informing Account Directors of escalating issues with overall account impact
• Participate in problem solving with the operations teams to address the needs of the client
• Act as an advocate for clients by teaming with operations in ensuring flawless execution of service delivery
• Partner with operations as main contact on implementations of new client and communicate client nuances to other departments as needed (accounting, supply chain, etc.)
• Work with the Account Directors on special client requests
• Training (10%)
• Partner with Account Directors, operations team, and internal supply chain to develop and deliver client trainings/workshops

Client Services Director – Corporate Housing