Client Care Specialist

Overview:

The Client Care Specialist is responsible for performing day to day communication with assigned client accounts including status updates, past due updates, fee increase requests, revision requests, client education, and minor escalations. The Client Care Specialist also assists with research, order processing, and delivery. The position carries out responsibilities in the following functional areas: client customer service and order processing.

Job Responsibilities:

• Communicate directly with clients daily via email and phone
• Manage high email volume and respond to client requests in a timely manner
• Resolve minor client complaints and/or concerns
• Educate clients on processes and procedures
• Issue client status updates
• Advise clients when their request cannot be accommodated, while maintaining a positive and professional demeanor
• Process fee increase requests
• Process receipt of revision requests and resolutions
• Work closely with Assignment and QC Managers
• Monitor priority orders and clients through entire order lifecycle
• Balance Ascribe’s needs with the client’s expectations
• Promote Ascribe’s’ reputation for excellence and timely customer service
• Meet monthly goals that will be outlined by the manager
• Assist leadership team as needed
• Participate in other interdepartmental cross training
• Expected to participate in overtime as directed
• Maintain strict confidentiality and discretion

Qualifications:

• High school diploma or GED
• Customer Service experience
• Ability to think through situations, weigh factors involved, and make sound decisions
• Ability to thrive in a collaborative work environment and motivate others
• Excellent phone skills
• Ability to deal with cumbersome issues
• Excellent listening, interpersonal, written, and verbal communication skills
• Strong multi-tasking skills
• Must be self-motivated
• Organizational and analytical skills
• Detail oriented
• MS Word, Excel and internet skills
• Type 45 WPM

Preferred Qualifications:

• Experience in Assignment or QA/QC department preferred

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