Client Account Representative

2800 Black Lake Pl, Philadelphia, PA 19154, USA Req #531
Wednesday, February 17, 2021
Job Title: Client Account Representative
Department: University Services
Location: Philadelphia, PA
Reports To: Implementation Manager
FLSA Status: Non-Exempt
Job Summary: 
Provides assigned clients with excellent and prompt customer service, manages client accounts, ensures compliance and builds productive working relationships with clients within the framework of established client service policies. Verifies incoming information, quickly resolve errors, and ensures the accuracy of results that are being processed through a propriety information management system.

Responsibilities/Job Duties:
Average % of time split among daily duties

Responsibility

35%    Manages a group of assigned clients based on the book of business assigned by the Implementation Manager. Provides assistance to clients with assistance through implementation process, setting up new accounts, and navigation/training in University Services Client Portal, a proprietary data management system, in a timely manner.  Answers incoming phone calls, emails and voice messages utilizing Cisco and Microsoft Outlook.
 
25%   Verifies daily processing and error correction of assigned clients’ test results by working in the Lab Edit and Chain Validation queues of the University Services proprietary system.
 
10%  Conducts face to face and virtual meetings, as needed, with clients to gain better knowledge of their business challenges and build better working professional relationships
.
10%   Aligns with other departments as needed to resolve clients’ needs.
 
10%   Replies to Request for Proposals, Request for Quotes or handles any cold calls or emails requesting new MRO services. Work with potential client to setup new account, including generating a new MRO contract. 
 
5% Assist Random Coordinator as needed for assigned clients. Serve as back-up to random coordinator for assigned clients when random coordinator is unavailable.
 
5% Manages or performs select duties as defined by the Implementation Manager.


Essential Requirements:
• Previous customer service experience
• Intermediate level in Microsoft Office Suite
• Excellent customer service

Required Education: or equivalent years of experience:
High school diploma and four (4) years of corporate/retail customer service experience, or an associate degree.

Preferred Education:
• Bachelor’s degree 
• University Services proprietary system experience 
 1 - 2 years experience in drug and alcohol testing industry 
• (2) years of corporate/retail customer service experience
• University MRO’s proprietary web application experience
• Call center experience

Travel %: Up to 10%

Physical Working Conditions (ADA):
The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Physical demands: While performing the duties of this job, the employee is regularly required to talk, hear, walk, sit, stand, use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms.  Employee must occasionally lift up to twenty - five (25) pounds.  Specific vision abilities required by the job includes: close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
 
• Work Environment: The noise level in the work environment is moderate

Work Hours: 9:00 AM - 5:30 PM  EST Monday through Friday  

EOE/M/F/Vet/Disability  



Other details

  • Pay Type Hourly
  • Min Hiring Rate $15.38
  • Max Hiring Rate $17.30
  • Travel Required Yes
  • Travel % 10
  • 2800 Black Lake Pl, Philadelphia, PA 19154, USA