SimplyHome seeks Client Service Representative

CLIENT SERVICE REPRESENTATIVE

JOB DESCRIPTION

SUMMARY: The Client Services Representative role entails accommodating current and prospective client requests on a daily basis.  This role reports directly to the Customer Service Manager and to Human Resources. Familiarity with CRM systems, Microsoft Office and Podio is preferred. This is a dog-friendly environment.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following:

• Initiate or provide a general overview of SimplyHome offerings to interested parties (basic marketing and sales)
• Coordinate details of any SimplyHome product order from start to finish:
• Complete intakes and assessments for new clients
• Add appropriate order information and documents to SalesForce or similar CRM system
• Ship products
• Coordinate installations
• Client follow-up
• Answer Call Center email
• Basic technology troubleshooting
• Primary customer phone support
• Daily checks of monitoring systems
• Updating provider and client information in online customer portals
• Maintain and update SimplyHome internal website support and client support
• Communicating as a liaison with various product call centers
• Heavy database management
• On-site local installations of basic plug and play systems
• Exhibiting at local conferences
• Lunch and Learn support
• Back-up of administrative tasks, such as deposits, processing mail, ordering office supplies, running local errands as needed

Other duties may be assigned by the Customer Service Manager, the corporate President and/or the Vice-Presidents or designee.

MEETINGS: 

• Attend meetings with agencies, providers, vendors or managed care entities
• Create a positive community presence for corporation
• Office meetings as requested

TRAINING RESPONSIBILITIES:

• Provide technical advice and training for customers, key provider staff or other stakeholders
• Cross train with co-workers
• Assist with on-boarding of new customer service representatives

REGULATORY/CUSTOMER COMPLIANCE RESPONSIBILITIES:

• Ensure compliance with contracts
• Maintain confidentiality of company records
• Ensure company records are well organized and accessible

COMMUNICATION AND REPORTING RESPONSIBILITIES:

• Assure contract reporting requirements are met
• Become proficient with presentations.
• Maintain disaster plan as it pertains to records and customer files

QUALIFICATION/REQUIREMENTS, DESIRED SKILLS/TRAITS: The requirements listed below are representative of the knowledge, skill and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Proficient computer skills (PC and Mac preferred) in Microsoft Word and Excel
• Detail-oriented
• Self-motivated
• Energetic, positive attitude
• The ability to use multiple explanation techniques
• Demonstrates patience
• Comfortable in fast paced environment
• Some travel
• Must pass periodic state and federal Caregiver Background Checks, Department of Justice Criminal Record Check and annual Motor Vehicle Checks (MRV)

Knowledge of or experience with CRM's inclusive of SalesForce and/or Podio helpful

EDUCATION/EXPERIENCE:

• Associate or Bachelor’s degree in Business or Communications preferred
• High school diploma or GED equivalent required
• At least 2 years experience in a Client Services role or related field

LANGUAGE SKILLS:

• Ability to read and comprehend simple instructions, short correspondence and memos
• Effective verbal and written communicate skills
• Effective presentation skills
• Effective question and answer skills
• Foreign language proficiency is an added bonus

MATHEMATICAL SKILLS:

• Understand and use basic math skills
• Able to compute sales tax and percentage
• An ability to create and manage sales and inventory data in Excel format

REASONING ABILITY:

• Able to apply common sense understanding to carry out instructions and/or provide instructions in written, oral or diagram form as needed
• Ability to problem solve

PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential duties of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Ability to stand, walk, climb stairs, reach with hands and arms, talk and hear
• Able to sit, use hands and fingers, handle and feel objects and tools and balance
• Specific vision abilities required by this job include close vision, distance vision and the ability to focus
• Able to lift up to 40 pounds

WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Conditions consist with residential or office setting with varying degrees of background noise
• Lighting and ventilation are consistent with a residential and office setting
• Smoking is not permitted inside any company-owned/operated property or vehicle  
• The office work place is dog friendly
• Employees may occasionally deal with outside weather conditions
• From time-to-time employees are directly involved with the consumers/customers

To inquire about this position, please contact

Gabrielle Corey

SimplyHome - CMI

828-684-8441 Local