Client Advocate - MonFri 8:00 AM 5:00 PM

Title: Customer Care Agent

Reports To: Customer Care Manager

Summary: The Client Advocate is a critical role for both VRC Operations and our Clients, reporting to the Director of Customer Care. The Client Advocate is responsible for building and preserving trusting relationships with key customers in the assigned region. They are also responsible for partnering with internal departments such as Operations, Care, Sales, etc., to ensure clients’ needs are consistently being met to ensure customer satisfaction and ongoing retention.

Each Client Advocate will manage a portfolio of customers by region for accounts that spend $5,000 per month.

Essential Functions:

• Develop and maintain strong relationships with key clients in the assigned region, understanding their Information Management strategy, pain points, and future needs, and then aligning those needs with VRC’s solutions.
• Create a detailed plan for top customers in the region to address any future Information Management needs and rectify any challenges.
• Act as a customer advocate within the organization, ensuring client feedback is heard and acted upon to continuously enhance service delivery.
• Handle any concerns or conflicts raised by key clients, demonstrating proficiency in conflict resolution and maintaining a positive relationship.
• Collaborate with internal teams, including Sales, Ops, Care, etc., to deliver seamless service and solutions to assigned accounts.
• Monitor, analyze, and report on client’s usage of VRC services and identify any trends or risks that may need to be addressed.
• Partner with Sales & Operations teams to ensure that Operations & Care are meeting any contractual SLAs and agreements with the customer.
• Partner with the Enterprise Project Support team and Director of Customer Care to train Care agents on new Enterprise client ‘rules of engagement’ with VRC.
• Communicate client feedback to relevant departments for the purpose of development and improvement.

Other Duties:

• Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the applicant for this job. Activities, duties, and responsibilities may change at any time with or without notice.

Competencies:

• Experience delivering client-focused solutions to meet and exceed customer needs
• Must have a customer-oriented mindset
• Strong analytical and problem-solving skills to help resolve customer issues
• Time management and multitasking skills to handle multiple tasks and clients at once
• Excellent communication skills, including listening & presentation skills
• Demonstrated ability to work collaboratively across teams and independently to meet the needs of VRC clients
• A strong understanding of the information management industry, VRC’s services, and applications (preferred)
• Proven ability to build and maintain strong client relationships, excellent communication, interpersonal, and negotiation skills

Work Environment: Must be able to tolerate heat in the summer and cold in the winter.

Physical Demands: While performing the duties of this job, the employee is regularly required to stand and walk. The employee is occasionally required to sit, climb/balance, stoop, kneel, or crouch. Must be able to reach, handle, carry, and lift between 10 lbs. and up to 50 lbs. While performing job duties, the employee is regularly required to talk, hear, read, and identify numbers for accurate order filling and receiving of material.

Education and Eligibility Requirements:

• 3+ years of industry experience.
• Knowledge and ability-English and grammar.
• Pleasant telephone voice/manner.
• Ability to operate simple office equipment sufficiently to perform the job.
• Typing skills (preferably 45-55 wpm) with 95 – 100% accuracy.
• Must have proven customer support experience.
• Must know 10-key by touch.

Other duties: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the applicant for this job. Activities, duties, and responsibilities may change at any time with or without notice.