Client Experience Associate - Union, United States - Thibaut Inc

Thibaut Inc

Verified Company

Union, United States

3 weeks ago

Posted by:

Mark Lane

beBee recruiter

Description

POSITION PURPOSE:

The Client Experience Representative role at Thibaut is crucial for maintaining high standards of customer service and satisfaction. The role revolves around managing and enhancing the overall client experience. Individuals in this role work collaboratively with other departments to achieve Thibaut's customer service goals.

To excel in this role, individuals need strong communication skills, problem-solving abilities, and a genuine commitment to providing exceptional customer service.

ESSENTIAL JOB FUNCTIONS:

The following essential functions provide a comprehensive overview of the responsibilities and expectations for the Client Experience Representative role at Thibaut.

Overall, these essential functions outline the multifaceted role of the Client Experience Representative in ensuring a positive, seamless, and memorable experience for clients at Thibaut.

-
Assisting Clients: This involves answering client inquiries, addressing their concerns, and providing solutions to their problems promptly and efficiently.
-
Fostering Client Relationships/Ensuring Positive Experience: The primary goal is to ensure that every interaction with clients leaves a positive impression. Building strong, positive relationships with clients is essential for ensuring their satisfaction and loyalty. This involves being attentive, empathetic, and proactive in meeting their needs.
-
Proactively Addressing Client Needs: Anticipating and addressing client needs, concerns, and feedback demonstrates proactive engagement and a commitment to enhancing their overall experience.
-
Maintaining Communication: Serving as the main point of contact for clients involves maintaining clear and open lines of communication, providing updates, and sharing relevant information regularly.
-
Collecting Client Feedback: Actively seeking and collecting client feedback helps to understand their perspectives and expectations, enabling continuous improvement and adaptation to evolving needs.
-
Staying Informed About Products/Services: Keeping informed about Thibaut's products or services and communicating updates to clients ensures that they are well-informed and can leverage available resources effectively.
-
Educating Clients: Educating clients on new features and functionalities aligns with their business goals and enhances their overall experience with Thibaut's offerings.
-
Collaborating with Internal Teams: Working closely with other departments is essential for resolving complex issues and ensuring a seamless customer experience across all touchpoints. Working with internal teams, such as sales, marketing, and product development, ensures alignment and coordination to provide a holistic and positive client experience.
-
Elevating Customer Concerns: Offering customer concerns and elevating them to the Client Experience Lead demonstrates a commitment to addressing issues and improving the overall client experience.
-
Acting as a Liaison: Acting as a liaison for the client within the organization ensures that their needs are understood and met across various departments.
-
Advocating for Changes/Improvements: Advocating for necessary changes or improvements based on client feedback and evolving needs demonstrates a proactive approach to enhancing the client experience.
-
Contributing to Retention Efforts: Contributing to client retention efforts by fostering a positive and supportive environment helps to strengthen client relationships and loyalty.
-
Identifying Upsell/Cross-sell Opportunities: Identifying opportunities to upsell or cross-sell additional products or services demonstrates a proactive approach to meeting client needs and maximizing revenue opportunities.
-
Other Duties: Perform other duties as assigned by the management team.

EDUCATION AND WORK EXPERIENCE:

-
High School Diploma or Equivalent: Minimum educational requirement for the position.

1
2 Years of Experience in Call Center or Related Role: Previous experience in a similar environment demonstrates familiarity with client service protocols and workflows.

-
Strong Communication Skills: Essential for effectively managing client interactions.
-
Proficiency in Call Center Software/CRM Systems: Familiarity with relevant tools for managing client interactions and data.
-
Problem-Solving and Analytical Abilities:Skills that contribute to effective issue resolution and process improvement.
-
Commitment to Exceptional Customer Service: Central to the role's focus on delivering a positive client experience.
-
Ability to Thrive in Fast-Paced Environment: Adaptability and resilience are important in meeting the demands of a dynamic call center.
-
Flexibility in Working Hours: Willingness to adjust schedules as needed to accommodate call center demands.

Thibaut is an equal opportunity employer. We celebrate diversity and are committed to creating an i