Client Relations Specialist

Job Description

Job Title: Customer Service Advocate- Service and Subscription

Department: Global IAMS Customer Service

Location: Zip Code: Austin, TX 78753

Pay Rate: $25 an hour

Schedule: Mon-Fri 8am to 5pm – two days on-site, three days WFH.

The days on-site are usually Tuesday and Wednesday.

Summary

Adecco is assisting a local client with a Customer Service team member. If you like to work within a fast-paced environment, ensuring that customers get the support they need, through all phases of their ordering experience, this is the role for you. You will be responsible for building and maintaining relationships with all the customers in your assigned region. You will collaborate with and support Regional Sales Managers, Inside Sales teams and the Order Management team within the region to provide an exceptional customer experience.

Duties and Responsibilities include the following. Other duties may be assigned.

Build and maintain an excellent relationship with customers both internal and external

Ensure customer information is accurate in the CRM Salesforce.com

Ensure eBS Oracle is set with accurate defaults for your dedicated customer accounts

Build your knowledge of client's products; attend training as required

Deal with customer queries by phone and email via SF.com case management, escalating any persisting challenges to the Customer Service Team Manager/Senior Advocate/Regional Sales Manager/Pre-sales as appropriate

Resolve pre-booking holds with customers and internal stakeholders (issues preventing the booking of orders); escalating any persisting challenges to the Customer Service Team Manager/Senior Advocate or Regional Sales Manager/ Pre-sales as appropriate

Coordinate with other departments to expedite / resolve customer orders, issues, and concerns

Log all communication with customers

Be proactive – communicate with customers to inform them of any changes relating to their orders

Maintenance of Service Contracts: add ons, extensions, terminations, autorenewals

Process IAM contract renewals, working with the IAM Inside Sales Renewals Manager to resolve any issues

Escalate and drive resolution of customer specific onboarding/order processing issues

HID Account Maintenance

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Must have a passion to make customer satisfaction their highest priority

Must be a self-starter who can work with limited supervision but who will escalate to management when necessary

Must have the ability to perform multiple tasks simultaneously to a high degree of quality/accuracy and be capable of consistently achieving team/department goals and SLAs

Must be a solid team player and seek to resolve customer issues interdependently with other areas of the company as needed

Must have the ability to communicate with customers clearly and effectively by telephone and in written communication

Ability to learn complex systems & processes

Must have attention to detail skills and be diligent in terms of follow-up and completion to the satisfaction of our customers

Education and/or Experience

Previous experience working within a busy customer service department, helping to achieve excellent time management, efficient prioritization and delivering a superior customer experience; essential.

Some experience in a technological environment would be an advantage. Must have a H.S. diploma

A minimum of 3 to 5 years Customer Service experience; preferably in a high technology industry

Preferred knowledge: Oracle, Sales Force, Agile

Language Skills

Ability to effectively communicate in the English language verbally and in writing. Other languages an advantage.

Ability to read and interpret technical journals, specifications, international technical standards.

Computer Skills

Proficient in MS Office applications, such as Word, Excel, PowerPoint.

Familiar with operating systems, such as Windows.

Previous experience of using the Oracle system would be a distinct advantage.

Knowledge of using a CRM system would be beneficial.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Employee works primarily in an office environment, within a well-ventilated area, and is exposed to moderate noise levels.

Work Requirements

Compliance to all relevant HID Global policies and procedures related to Quality, Security, Safety, Business Continuity, and Environmental systems.

Must be legally eligible to work in the country in which you are hired.

May be required to attend trade shows, as directed by Customer Services Management

Travel may be required. Therefore, employee must possess, or be able to acquire a valid passport.

Pay Details: $25.00 per hour

Benefit offerings available for our associates include medical, dental, vision, life insurance, short-term disability, additional voluntary benefits, EAP program, commuter benefits and a 401K plan. Our benefit offerings provide employees the flexibility to choose the type of coverage that meets their individual needs. In addition, our associates may be eligible for paid leave including Paid Sick Leave or any other paid leave required by Federal, State, or local law, as well as Holiday pay where applicable.

Equal Opportunity Employer/Veterans/Disabled

To read our Candidate Privacy Information Statement, which explains how we will use your information, please navigate to

The Company will consider qualified applicants with arrest and conviction records in accordance with federal, state, and local laws and/or security clearance requirements, including, as applicable:

The California Fair Chance Act

Los Angeles City Fair Chance Ordinance

Los Angeles County Fair Chance Ordinance for Employers

San Francisco Fair Chance Ordinance

Full-time