B2B Customer Service Representative

Company Profile:

Interstate Premier Facilities Services is a leading provider of integrated facility management solutions, dedicated to ensuring the smooth operation and maintenance of our clients' facilities. We are currently looking for a proactive and dedicated Field Support Partner to join our team. This role is a fantastic opportunity for individuals eager to contribute to the success of our field operations and enhance client satisfaction through hands-on support and service excellence. Under the guidance of the Director of Field Support, the Field Support Partner will play a crucial role in maintaining positive client relationships and ensuring the delivery of top-notch services.

Job Title: Customer Service Representative

Job Description:

As an Account Manager at our Home Office, you will be at the forefront of our efforts to maintain and enhance client satisfaction. Your primary focus will be to provide direct support to our field teams, including Field Directors, Regional Directors, and Operations Managers, aiding in the effective management of our client portfolios. This role is perfect for someone who excels in customer service, thrives in a team environment, and is passionate about making a tangible impact on our operations.

Key Responsibilities:

• Assist field teams in understanding client needs and challenges by providing timely and effective support, aiming to enhance client satisfaction.
• Contribute to building and maintaining strong client relationships, understanding their expectations, and collaborating with field teams to meet those needs.
• Support the implementation of client management strategies, communication techniques, and problem-solving approaches to ensure high levels of client satisfaction.
• Help coordinate the provision of resources, including technical expertise and support services, to enable field teams to deliver exceptional customer service to clients.
• Participate in addressing client concerns, resolving issues promptly, and implementing corrective actions to uphold positive client relationships.
• Aid in gathering client feedback and insights from field operations, assisting in the analysis to identify improvement areas, and implementing strategies to boost client satisfaction.
• Support field teams' training and development efforts by identifying needs, suggesting training programs, and providing resources to enhance their client-facing skills.
• Assist in overseeing quality assurance processes to ensure services meet client expectations, organizational standards, and industry regulations.
• Work alongside field teams to identify and address potential risks to client satisfaction, actively contributing to preventive measures.
• Engage in initiatives aimed at improving client satisfaction, streamlining processes, and optimizing resource use for the benefit of clients and the organization.
• Support the use of Customer Relationship Management (CRM) tools for tracking client interactions, managing communications, and enhancing operational efficiency.

Qualifications:

• Minimum of 5 years of experience in customer service, client management, field support, or a related area.
• Associate degree or equivalent experience in business administration, management, or a related field.
• Demonstrated ability in customer service or client relationship management.
• Strong interpersonal and communication skills.
• Ability to work collaboratively in a team and support a dynamic work environment.
• Problem-solving capabilities and attention to detail.
• Must be able to pass a criminal background check, be authorized to work in the US, and possess reliable transportation.

Note: This job description outlines the core responsibilities and qualifications for the Field Support Partner role. Responsibilities may evolve to meet the changing needs of the company.

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