Pembroke & Co.

Client Service Specialist

Pembroke & Co.

full-time

Posted on:

Location Type: Hybrid

Location: Alabama • Alaska • United States

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Salary

💰 $55,000 - $65,000 per year

About the role

  • Uphold a standard of excellence for clients and act as a liaison between internal and external stakeholders.
  • Manage incoming correspondence with clients, manage requests, and troubleshoot technical issues.
  • Understand full client portfolio, identify specific needs, and provide appropriate support in alignment with client interests and priorities.
  • Foster and maintain relationships with clients, vendors, etc.
  • Partner with executive team and management to analyze customer feedback and advise on areas of improvement.
  • Collaborate with internal stakeholders on request inquiries and client feedback.
  • Ensure project deadlines for clients are met.
  • Keep a detailed record of client data, including useful comments, both positive and negative.
  • Create action plans to ensure all client needs are promptly met.
  • Perform daily, weekly, and monthly audits of reports and accounts to ensure retention and client satisfaction.
  • Create monthly client summaries.
  • Setup new accounts, process account changes, and update client notes in real-time.
  • Respond to client inquiries, feedback, and requests. Process, dispatch, or handle requests as appropriate.
  • Review and resolve requests for clients utilizing video surveillance and client data.
  • Manage the full-cycle request process.
  • Serve as point of contact regarding questions and concerns for clients, ensuring clarity, quality, and consistency in messaging.
  • Troubleshoot and proactively resolve technology issues for clients, such as video surveillance issues, and work with vendors to resolve issues quickly and efficiently.
  • Additional tasks as required.

Requirements

  • Bachelor’s Degree in an applicable field is required.
  • 2-5 years of customer support, client relations, sales, business development, or related client-facing experience is required.
  • B2B experience is preferred.
  • Experience working in or partnering with loss prevention, asset protection, or restaurant management is a plus.
  • Proficiency with Microsoft Office Suite; Word, Excel, PowerPoint, Outlook.
  • Demonstrated knowledge of technology and understand basic troubleshooting procedures.
  • Excellent time management.
  • Ability to meet deadlines and understand time-sensitive material.
  • Natural sense of urgency with the ability to prioritize and act swiftly under pressure.
  • Proven ability to foresee problems before they arise and provide creative solutions.
  • Possesses a customer-centric mindset and personality; able to advocate for our clients.
  • Demonstrates discretion; understands the importance of sensitive and confidential material.
  • Strong attention to detail.
  • Excellent verbal and written communication.
Benefits
  • 401(k) matching
  • Dental insurance
  • Health insurance
  • Paid time off
  • Vision insurance
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer supportclient relationssalesbusiness developmentB2B experienceloss preventionasset protectionMicrosoft Office Suitetroubleshootingreport auditing
Soft Skills
time managementdeadline managementsense of urgencyproblem-solvingcustomer-centric mindsetdiscretionattention to detailverbal communicationwritten communicationrelationship management
Certifications
Bachelor’s Degree