Client Operations Representative

Client Operations Representative
AZ - Phoenix

Job Description

All Covered, IT Services Division of Konica Minolta Business Solutions (KMBS), is the leading national IT services company serving SMB to enterprise markets. Offering a wide variety of career opportunities, All Covered is an excellent choice for motivated IT professionals interested in a stimulating and progressive work environment.
With over 1,000 employees across the U.S. and Canada, All Covered has a highly skilled team of professionals focusing on superior quality service delivery to our customers. We offer hands-on technical training on the most relevant technologies in the industry and career path advancement in all levels of the company.
Please join us in our exciting growth and pursue a rewarding career with All Covered!

The Client Operations Representative (COR) has primary responsibility for managing the schedules of the consultants, and managing customer service activities to ensure that all service appointments are recorded accurately in All Covered’s tracking system. Major emphasis is placed on facilitating outstanding customer service to internal and external customers. Maintaining accurate scheduling information within the scheduling system, informing customers of delayed arrival times, and acting as a pivot point of communication between the customer, account executive, and the primary computer consultant when situations or emergencies arise are crucial to this position.

RESPONSIBILITIES

Gobase, Scheduling and Deployment

  • Manage scheduling requests to maximize consultant productivity
    Schedule service requests and confirm with the customer in a timely manner
  • Manage customers on "credit hold" status with appropriate management approval. Do not deploy consultants without proper approval.
  • Work with the Manager of Client Operations to facilitate accurate and timely completion of the billing process

    Customer Service, Account Management and Sales Support
  • Professionally answer and direct incoming calls with a sense of urgency
  • Provide extensive assistance to Account Executives to facilitate customer relationship management, pricing requests, processing of new contracts, and other activities as needed
  • Maintain a rapport with assigned customer accounts to identify and address issues, concerns and additional revenue opportunities
  • Maintain an accurate database of client contacts and related account data
  • Coordinate internal resources to resolve service problems within customer accounts
  • Ensure that account management documentation and required reports are timely and accurate

    Outbound Calls
  • Place outbound customer service calls each day
  • Place welcome calls to each new customer
  • Place "PLUS1" follow-up calls to customers for all Level 1, 2 and 3 appointments
  • Contact every customer on "credit hold" at least once during every billing cycle
  • Contact every active ACC and On-Call customer at least once every 6 weeks
  • Contact inactive or never billed customers every week
  • Ensure weekly call log documentation are timely and accurate

    Human Resources, Facilities and Branch Operations
  • Implement and adhere to company policies and procedures
  • Provide assistance with assigned facilities management tasks
  • Attend Sales team meeting at least twice every three months
  • Attend Consulting team meeting at least once a month
  • Participate in company sponsored job related activities and training to further develop skills
  • Maintain confidentiality of personnel information including consultant cell phone numbers
  • Provide assistance with assigned Human Resource
  • Maintain a strong relationship with local Human Resources Representativex

    Job Requirements

  • Inside sales and outbound calling skills
  • Customer account management and customer relationship skills
  • Ability to work under pressure, meet deadlines and make decisions with minimal supervision
  • Ability to develop a professional rapport, diffuse volatile situations and maintain a dynamic and professional demeanor and presence with customers and employees
  • Informs management of difficulties and proposes solutions in a constructive manner
  • Excellent grammar, written and verbal communication skills
  • Excellent working knowledge of computer applications. Strong computer skills to master GoBase Dashboard and modules, and Client Operations Intranet Reports
  • Moderate knowledge of computer and network hardware and software, Internet connectivity terminology
  • Intermediate skills using Microsoft Outlook, Excel and Word and other office products
  • Outstanding attendance record
  • Strong work ethics of accountability, adaptability, self sufficiency and job effectiveness

    Konica Minolta offers:
  • Competitive compensation program
  • Outstanding benefits package (including medical, dental, life insurance)
  • 401(k) plan with matching company contribution
  • Excellent holiday/vacation plans.
  • Tuition reimbursement.
  • Employee Referral Bonus Program.
  • Ongoing training opportunities.
  • Visible, exciting work supporting the sales of cutting edge technology and workflow solutions.

    KMBS is an equal opportunity and affirmative action employer. We consider all qualified applicants for employment without regard to race, color, religion, creed, national origin, sex, pregnancy, age, sexual orientation, transgender status, gender identity, disability, alienage or citizenship status, marital status or partnership status, genetic information, veteran status or any other characteristic protected under applicable law.

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