Client Service Representative – Lead

What You Will Do

• Manage the account setup workflow, removing and adding CSRs according to their schedule.
• Objectively analyze problem situations, taking personal responsibility for identifying a resolution and steps to provide a solution and remain engaged until a solution is reached.
• Act as an example to team members by maintaining a positive attitude and demonstrate effective leadership to ensure that everyone on the team succeeds in their role.
• Review, approve/reject submitted Membership Applications as a member of NAIT, following new account protocols and workflows.
• Provide training and follow up with CSRs when workflow and/or processes are not followed.
• Collaborate with NAIT team members and provide assistance on ‘second opinions’, problem submissions and workflow improvements.
• Field incoming emails and phone calls from prospective and existing clients. This includes but is not limited to queries on pricing, billing/collection matters, general product information and other related questions.
• Process membership applications, manage account setup and transition to Sales Development Representative.
• As necessary, review inbound leads not related to membership applications and account setup and to determine the appropriate next step for routing.
• Collaborate with colleagues on specific client interactions, record activity in Salesforce, and ensure proper client follow up occurs as needed.
• Act as liaison between client, sales team, marketing and newsroom to ensure that client needs are met.
• Keep current with public and investor relations industry trends.
• Work as a team member to provide outstanding customer service and support.
• Take the first step, maintain a positive mental attitude and use enthusiasm and genuine concern to establish a trusting relationship that assures customers of your commitment and interest in understanding customer needs and working company internal systems to satisfy those needs.
• Directly manage team members and handle people management tasks, including but not limited to: Managing Time and PTO requests in Workday, goal setting and tracking, writing and conducting annual Performance Reviews, team scheduling, conducting regular 1:1 meetings, overseeing team and individual motivation and discipline.
• Possess a working knowledge of products and applications as the backbone for understanding customers’ needs and making suggestions for solutions.

What You Will Need

• Strong interpersonal skills and ability to develop relationships with clients across an organizational hierarchy, including executive/C-level.
• Strong organizational, time management and multi-tasking skills.
• Ability to work under time constraints and deadlines.
• Excellent written and verbal communication skills.
• Ability to research, problem solve and articulate a response either via email or phone.
• Proficient in standard business applications including Microsoft Office (Word, Excel) and ideally, a CRM system such as Salesforce, HubSpot, and Slack.
• Ability to prioritize time to maximize the greatest overall return on effort spent and probe for sufficient information to determine the significance and urgency of a specific task and devoting the appropriate amount of time to any given task based upon its relative impact on the successful completion of key job objectives.
• 1 - 3 years of management/leadership experience.
• BA/BS degree, or international equivalent, and customer service experience preferred.
• 3 years of sales experience preferred.

What We Offer

• The base salary range for this position is $68K to $72K/year.  Offered salary will be determined by several factors, including but not limited to: applicant’s education, experience, knowledge, skills and abilities, as well as internal equity and alignment with geographic market data.  Business Wire reserves the right to modify this salary range at any time.
Business Wire’s total rewards include:
• Ability to work remotely
• Excellent health benefits that begin on your first day of employment
• $100 monthly fitness allotment, a tuition reimbursement program, and enhanced mental health resources
• 401(k) plan with generous company match, and annual profit sharing contribution (subject to company performance)
• PTO, Floating Holidays, Wellness Day Off, Birthday Day Off, and more!