Sr. Client Services Coordinator

• Process requests received via phone, chat, and email through a ticketing system accurately and timely.
• Perform and accurately process responsibilities related to assigned lines of business, which may include ship desk operations, relief receptionist duties, special order spreadsheets, inventory management, order entry, support, work orders, stock reserves, lock lists, reporting, programs/services, and other related transactions.
• Research and provide prompt, timely responses to customer or client issues and associate inquiries via electronic communications, phone, or in person.
• Make appropriate decisions when submitting credit adjustments and work to resolve discrepancies.
• Acquire and maintain a high level of knowledge in the basics of all processes and procedures established in your assigned area of responsibility.
• Maintain acceptable levels of productivity, accuracy, quality, and attendance.
• Provide input for improving and streamlining current procedures and become actively involved in the planning and implementation of new processes and procedures.
• Create documentation to support new procedures.
• Serve as a liaison and primary contact for various departments or publisher clients, ensuring two-way communication.
• Work with various internal and external stakeholders daily to share resources necessary to complete all work accurately and timely.
• Act as first-level support for customer and client systems, attempting first-call resolution using the available knowledge base.
• Track issues and escalate to various internal stakeholders as necessary.
• Relay research results and problem resolution to the customer or client.
• Attend and participate in departmental meetings.
• Adapt to changing schedule needs.

• High School Diploma or GED
• 2 years’ experience in a customer or client support role

Skills

• Strong written and oral communication skills
• Experience working in a professional environment
• Detail-oriented with strong organizational skills

• Hiring Salary Range: $20.06/hr - $24.64/hr. This range is determined by factors including education, experience, knowledge, skills, abilities, geographic location, internal equity, and market data.
• Highly competitive compensation package with generous benefits beginning the first day of employment for Medical/Prescription Drug plans, HSA, Vision, Dental, and Health Care FSA.
• 10 vacation days & 10 sick days accrued annually and 3 personal days.
• 401K match, Life and AD&D, Employee Assistance programs, Group Legal, and more.
• Wellness program with access to an onsite gym and basketball court.
• Encouraged continued education with our tuition reimbursement program.
• Financial and in-kind opportunities to engage with non-profits in your community.
• Company match program for United Way donations.
• Volunteer opportunities and in-kind drives for non-profits throughout the year.
• Game room with ping pong & foosball for breaks or brainstorming.
• Casual Dress Code.