Client Service Specialist
Full Time • Hybrid - US
Replies within 24 hours
Benefits:
- 401(k) matching
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
About Pembroke & Co.:
Founded in 2015, Pembroke & Co. is the superior solution for loss prevention, operational excellence, and consulting.
We have a culture built on the ethics and morals of the highest standard. We are self-starters, resourceful innovators, and creative thinkers. We believe in transparency with our clients as well as with our team members. Open discussions where everyone’s voice is heard are the key to our strong foundation.
Job Summary:
The Client Service Specialist will uphold a standard of excellence for our clients and act as a liaison between internal and external stakeholders. This person will manage incoming correspondence with clients, manage requests, and troubleshoot technical issues.
They are obsessed with making every client feel special. They work on requests in a timely, personable manner. They oversee the success of each client.
They are obsessed with making every client feel special. They work on requests in a timely, personable manner. They oversee the success of each client.
Job Responsibilities:
Client success:
- Understands full client portfolio, identify specific needs, and provide appropriate support in alignment with client interests and priorities.
- Fosters and maintains relationships with clients, vendors, etc.
- Partners with executive team and management to analyze customer feedback and advise on areas of improvement.
- Collaborates with internal stakeholders on request inquiries and client feedback. Ensure project deadlines for clients are met.
- Keep a detailed record of client data, including useful comments, both positive and negative. Create action plans to ensure all client needs are promptly met.
- Perform daily, weekly, and monthly audits of reports and accounts to ensure retention and client satisfaction.
- Create monthly client summaries.
- Setup new accounts, process account changes, and update client notes in real-time.
Client requests:
- Responds to client inquiries, feedback, and requests. Process, dispatch, or handle requests as appropriate.
- Review and resolve requests for clients utilizing video surveillance and client data.
- Manages the full-cycle request process.
- Serve as point of contact regarding questions and concerns for clients, ensuring clarity, quality, and consistency in messaging.
- Troubleshoot and proactively resolve technology issues for clients, such as video surveillance issues, and work with vendors to resolve issues quickly and efficiently.
- Additional tasks as required.
Qualifications:
- Bachelor’s Degree in an applicable field is required.
- 2-5 years of customer support, client relations, sales, business development, or related client-facing experience is required. B2B experience is preferred.
- Experience working in or partnering with loss prevention, asset protection, or restaurant management is a plus.
- Proficiency with Microsoft Office Suite; Word, Excel, PowerPoint, Outlook.
- Demonstrated knowledge of technology and understand basic troubleshooting procedures.
- Excellent time management. Ability to meet deadlines and understand time-sensitive material.
- Natural sense of urgency with the ability to prioritize and act swiftly under pressure.
- Proven ability to foresee problems before they arise and provide creative solutions.
- Possesses a customer-centric mindset and personality; able to advocate for our clients.
- Demonstrates discretion; understands the importance of sensitive and confidential material.
- Strong attention to detail.
- Excellent verbal and written communication.
Flexible work from home options available.
Compensation: $55,000.00 - $65,000.00 per year