CLIENT SERVICES 
AGENT
Job Description 

• You'll work in-house as a Client Services Agent to grow our brand, reporting directly to an Account Executives.

• Your job is to interface with our Clients, process all required data, deliver superb customer service while managing corporate accounts. 

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• Serve as the primary point of contact for clients once they become grant recipients, ensuring a smooth transition from sales to onboarding and ongoing support.

• Establish strong relationships with clients, understanding their needs, and providing timely and personalized assistance.

• Guide clients through the onboarding process, ensuring all necessary paperwork, contracts, and documentation are completed accurately and efficiently.

• Coordinate with internal teams, such as sales, operations, marketing and programs, to ensure seamless implementation of services, accurate reporting and adherence to project timelines.

• Establish best practices for customer satisfaction and use consumer feedback to adapt.

• Monitor project milestones and deliverables, proactively communicating progress and addressing any potential delays or issues.

• Conduct regular check-ins with clients to assess their satisfaction, gather feedback, and address any concerns or questions they may have.

• Identify opportunities for upselling or cross-selling additional products/services based on clients' evolving needs and business objectives.

• Track key account metrics.

• Prepare and deliver status reports.

• Collaborate with the account management team to develop and implement personalized client success plans, aligning with their goals and driving long-term customer retention.

• Provide proactive follow-up care, ensuring clients receive ongoing support and assistance beyond the initial onboarding phase.

• Act as a liaison between clients and internal teams, facilitating effective communication, problem-solving, and conflict resolution.

• Maintain accurate client records and documentation, including contact information, project details, and service history, using CRM software or other relevant tools.

• Properly manage client expectations and exceed them all!

• Understand and work within established policies and protocols.

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 You'll bring the following attributes to our table:

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• Proven experience in customer service, account management, or client-facing roles, preferably in a B2B environment.

• Excellent interpersonal and communication skills, with the ability to build rapport, listen actively, and provide clear and concise information.

• Strong attention to detail, organizational skills, and the ability to manage multiple client accounts simultaneously.

• Ability to thrive in a fast-paced, dynamic environment and adapt to changing priorities.

• You must be able to multi-task and juggle multiple accounts while maintaining attention to detail.

• Exceptional problem-solving skills, with the ability to think creatively and find effective solutions.

• Strong verbal and written communication skills.

• Proficiency in using CRM software, project management tools, or other relevant systems to track client interactions, manage tasks, and maintain accurate records.

• Strong customer-centric mindset with a focus on delivering exceptional service and ensuring client satisfaction.

• Multilingual a plus, but not required.

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• Helpful heart and "can-do" attitude.

• Excellent customer service and relationship-building skills to provide personalized and attentive care to clients.

• Strong organizational and time management skills to ensure all deadlines and timelines are met.

• Effective communication skills, both verbal and written, to convey information clearly and professionally.

• Problem-solving and critical-thinking abilities to address client concerns and find appropriate resolutions.

• Adaptability and resilience to handle challenging situations and evolving client needs.

• Familiarity with CRM software and project management tools.

• Organization and attention to detail.