Coordinator, Client Support

Type: Full-time

Shift: Day Shift

Location: Romulus, MI

Perks Archway Offers:

• Health, dental, vision benefits
• Life, AD&D, short and long term disability insurance
• Generous paid time off (PTO)
• Recognition programs and service awards
• 401 (k) with a company match
• Employee assistance program, including identity theft protection and travel assistance
• Employee discount programs

MAJOR AREAS OF RESPONSIBILITY

This position is responsible for the execution of the tactical work of the customers journey, meeting overall client requirements and SLA's pertaining to CSS responsibilities. This includes having a complete understanding of the client operating systems and client business rules including order processing, data setup, reporting, on-line ordering system, telephone, and email support.

• Serve as contact for client and customer inquiries, orders and issue resolution through various communication channels. Ensures that all inquiries are handled and documented in a timely and professional manner
• Liaison between Archway departments and the client contacts or end customer. Often interfacing with all departments to ensure deliverables are being completed on time and within SLAs.
• Apply attention to detail of procedures and requirements to ensure proper billing to the client, including timely and accurate closing of work to prepare for billing process.
• Ensures Client satisfaction by preventing occurrences of nonconformities. Typically, the 1st escalation point; troubleshoots and resolves potential Client concerns, proactively identifies risk and uses the escalation protocol to communicate as required
• Proactively generates continuous improvement ideas including improved efficiencies and cost savings and ensures that most efficient processes are used.
• Will partner with internal departments as needed to support them with meetings, root cause events, QBR's etc.
• This position will have a general understanding of Client contractual requirements. Updates internal stakeholders to risk, potential opportunities, out of scope requests etc.
• The position will be trained in multiple areas to support redundancies are in place to service the client.
• This position will be able to demonstrate knowledge of products and services provided to client, and communicate as such.
• All other duties as assigned.

QUALIFICATIONS, EXPERIENCE, EDUCATION, KNOWLEDGE, AND SKILLS REQUIRED

• Associates or Bachelors degree preferred.
• Minimum 1-year experience in customer service environment.
• Ability to handle tasks requiring attention to detail.
• Ability to learn new systems.
• Ability to work in a fast-paced, high output environment.
• Ability to multitask and prioritize job tasks.
• Ability to work independently and in a team environment.
• Strong written and verbal communication skills.
• Accurate data entry and spelling skills.
• Strong general computer skills including MS Office Suite.
• Professional appearance and demeanor.

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