Customer Relations Specialist na Express Systems Inc

Description

At Portfolio, we pride ourselves on our responsive, innovative, efficient, and sincere service standards (R.I.S.E).

 ** LOCAL APPLICANTS WILL BE CONSIDERED FOR INTERVIEW** 

We are seeking dedicated professionals who are passionate about delivering exceptional client service and making a difference in the customer service process. A candidate with experience in high-touch industries such as retail, healthcare, or hospitality who has demonstrated leadership as a team lead, supervisor, or trainer, and has a proven track record of resolving client issues and improving customer satisfaction would be an excellent candidate for an interview. 

In addition to offering a hybrid work schedule, Portfolio offers a comprehensive benefits package:

• Paid Company Holidays
• Paid Time Off, including Flex Time (40 Hours of additional Paid Time Off) and Volunteer Time.
• Health/Dental, Visions Insurance
• Life Insurance & Short-Term Disability
• Tuition Reimbursement
• Referral Bonus
• 401(k)
• Monthly Associate Breakfasts
• Reputation Management Program – Monetary Prizes for Positive Online Reviews
• Growth Opportunities
• Additional associate perks

If you're ready to be part of a dynamic team that values integrity and excellence, apply today and help us redefine the customer service experience! Join Our Team at Portfolio!

Compensation:

• Starting range of pay: $23.00 - $24.00 per hour, based on experience and background. Comprehensive Benefits Package!

Work schedule:

• Schedule: Monday - Friday, 10:00 am - 7:00 pm EST.
• Training Schedule: Monday - Friday, 9:00 am - 6:00 pm EST
• Hybrid Schedule (after initial in-office training period): Tuesdays and Wednesdays in the Strongsville, OH office. Monday, Thursday, and Friday work from home.

Job Summary & Objective:

The Customer Relations Specialist (Client Relations Specialist) will provide support for all functions within the Client Relations department, with a primary focus on new dealer agreements and submissions, and support roles for the Client Relations Managers. Candidates work with the entire Portfolio staff to ensure the success of Portfolio’s clients with professionalism and enthusiasm, and are the “GO TO PERSON” for all concerns, issues, and direction for everything pertaining to sales while maintaining the company’s philosophies and principles.

This position is a Hybrid Work Opportunity following training.

Candidates with the ideal transferrable skills as listed below will be considered for interview:

• Proven experience in high-touch communication work environments
• Demonstrated leadership abilities within environments that have consistent and competing deadlines
• Strong track record of resolving client issues and improving customer satisfaction
• High level of empathy and emotional intelligence
• Proactive and solution-oriented
• Strong organizational and time management skills
• Exceptional verbal and written interpersonal skills

Essential Functions:

• To be the Portfolio product knowledge expert in ALL environments that pertain to the role and responsibilities.
• Assist in the response to incoming calls from agencies, providing problem resolution by acting as a liaison between the Account Executive, CRM, and the client.
• Pre-fill all Portfolio and Vendor agreements.
• Place launch and regular supply orders in a timely manner.
• Responsible for inputting agreements in DocuSign and ensuring they are executed.
• Create and complete dealer checklists for new setups and changes.
• Maintain a process for tracking all agreements that are submitted, which includes, but is not limited to: outlining all missing documents and information; continued follow-up on missing information on a consistent schedule; maintaining consistent and accurate records and a tracker on the server.
• Make appropriate dealer updates and changes in the system and obtain proper documentation, and disseminate to all departments.
• Work with agents and providers on the retrieval and submission of required licensing paperwork.
• Handle correspondence with insurer, such as requesting monthly Contractual Liability Policy by requesting state-specific insurance and documents, and requesting dealership cancellations for state-specific policies in place.
• Works as a back-up to the Client Relations Dispatcher.
• Takes initiative to formally document relevant processes and updates on a regular basis.
• Responding in accordance with Key Performance Indicators (KPIs).
• Regularly communicates in a professional, friendly manner and proactively and consistently follows up with a sense of urgency on open items.
• Provides assistance to all team members when needed.
• Assist in the response to incoming calls from agencies, providing problem resolution.
• Takes ownership of changes and is personally responsible for managing change in an upbeat, positive manner.
• Other Job Duties as assigned.

Requirements

Education and Qualification Requirements:

• High School diploma or equivalent.
• 2+ years’ experience in an automotive sales or administration-related environment.
• Preferred experience with a CRM Tool or Salesforce.
• Experience in a call center environment utilizing a phone system.
• Preferred experience working with licensing requirements.
• Ability to review and verify binding agreements for accuracy.
• Proficient in Microsoft Office products such as DocuSign, Outlook, Word, Excel, and PowerPoint
• Ability to learn and utilize proprietary software and navigate databases.
• Willingness to work beyond normal scheduled hours, as necessary.
• Excellent customer service skills.
• A strong sense of urgency and a desire to succeed.
• Strong analytical and problem-solving skills.
• Well-developed organizational skills and the ability to successfully manage multiple issues and demands.
• Extreme attention to detail and a high quality of service to clients.
• Ability to keep up with high demands with a positive attitude.
• Ability to think independently and provide useful and constructive feedback.

Preferred Requirements:

• Bachelor's Degree preferred - Psychology a plus. 
• Self-motivator – Initiative-taker.
• Solution-minded.
• Excellent communication skills, both verbal and written.
• Driven by integrity.
• Willingness to embrace change.

Work Environment and Physical Requirements:

• Ability to frequently sit for long periods of time.
• Ability to walk, stand, reach with hands and arms; stoop, kneel, crouch, and lift up to 25 pounds.
• Vision acuity is required to include close vision, color vision, distant vision, and the ability to adjust focus.
• Ability to grasp objects such as a telephone or a computer mouse, finger dexterity to use a keyboard, calculator, and standard office equipment.
• Ability to hear and talk, both in person and by phone.
• Ability to spend extended hours in front of a computer screen.