Senior Client Service Manager

Title

Senior Client Service Manager (CSM) - Exempt

Job Summary

The Senior Client Services Manager (CSM) is primarily responsible for maintaining existing client relationships as well as assisting with bringing new clients onto service, under the direction of the Business Development team. The Senior CSM oversees all client service issues. They serve as the liaison between clients, field staff, and office personnel regarding customer service, satisfaction, retention, and management of their services. They may also hold responsibilities and assist with the development of other CSMs.

Duties and Responsibilities

• Serve as the primary point of contact for all client service issues or questions.

• Effectively maintain communication channels between clients, field staff, and office staff.

• Utilize strong critical thinking and problem-solving skills to resolve client issues.

• Build strong relationships with clients by being highly knowledgeable regarding the needs and preferences of each client in order to ensure proper staff placement.

• Set proper and realistic expectations with the client regarding service capabilities.

• Manage and coordinate client scheduling preferences and staff availability.

• Create weekly/monthly staffing schedules and communicate with all parties involved.

• Communicate and coordinate staffing requests/updates with clients, field staff, and internal team members.

• Administer training and development initiatives for the recruitment team, including setting recruitment goals in collaboration with Business Development team leads.

• Collaborate with Director and executive level team members to address long and short-term client staffing needs.

• Demonstrate strong operational knowledge of client requirements, software systems, internal processes, policies and procedures.

• Appropriately communicate and escalate to management issues that arise with clients and/or field staff.

• Must be available for after-hours service issues

• Effectively support and execute the mission, ethics, and goals of the company.

• Represent themselves in a positive and professional manner in the company and community.

• Adhere to dress code with a clean and neat professional appearance.

• Report on time and as scheduled to complete work within designated time.

• Adhere to all company policies and procedures outlined in Employee Handbook, Employee Agreement, and/or communicated from management.

Requirements

• High School Education - Bachelor's Degree preferred

• 3+ years' experience in customer service role preferred

• 1+ years' experience in management position preferred

• Reliable means of transportation and flexibility to travel

• Current state driver's license and automobile insurance.

• Strong computer skills: comfort with Microsoft Office