As a Client Services Representative, you will be responsible for supporting the Client Services Executive and Client Services Director, in delivering an outstanding “client experience” to both new and existing clients. With guidance from senior level Client Service team members, the Client Services Representative serves as a first point of contact for our day-to-day service delivery on assigned clients.
As a Client Services Representative, you will establish and maintain strong client relationships. With minimal guidance from your manager, you will determine the proper escalation path of all client matters and issues to ensure an outstanding client experience. You will possess an awareness of Ecova’s full suite of services, having the ability to comprehensively train clients on the use of each type of service. Working independently, you will maintain current day-to-day service deliverables, while assessing client needs for up sell opportunities.
In this role, you may participate in client visits in an effort to build stronger client relationships through face-to-face interaction. You will assist with client training during the on-boarding phase, and will continue providing support with client facing tools throughout the relationship. You will have a solid understanding of the reporting capabilities of Facility IQ and Performance IQ, to address client inquiries. You will help support a client through the process on issues such as; bankruptcy, rate changes, shut-offs, budget, late fees, service failures, funding reconciliations, third-party access requests, variance reports, EPR reports, BI tool, activating and closing of sites/accounts, and special process requests, while maintaining a balance of client and company needs.
You will sponsor, facilitate and follow through to completion, any modification requests to GL, data feed and CET files. You will have the ability to answer internal questions from other departments / organizations regarding client information. Facilitates the flow of information to delivery teams, communicates changes to client information, expectations and contract scope deliverables. Assist senior level Client Services Team with tracking/monitoring of scope deliverables and key performance indicators and development/validation of periodic business review documents and service fee billings.
As our ideal candidate, you will possess a Bachelors of Arts Degree or a Bachelors of Science Degree or equivalent. Equivalent is considered to be a High School education or GED + 2 years applicable experience. You will have two or more years of customer related work experience with demonstrated understanding of, and ability to, represent the Company professionally as the first point of contact with clients. You will have the ability to manage multiple priorities and activities for clients, while effectively working directly with delivery teams to ensure a positive client experience. You will have demonstrated ability to work in a fast paced environment, displays professional verbal and written communication skills. You will have general knowledge of Energy or Resource Management Services industry. You must be a team player who is detail oriented, dependable and adaptable, and you must have excellent computer skills, including familiarity with Microsoft suite of applications and Internet.
Our salaries are competitive and commensurate with experience. We are a performance-based culture and have goal-based incentive programs and generous employee benefits. Our comprehensive benefit package includes medical, dental, vision insurance, life, AD&D, short- and long-term disability insurance. We also offer flexible spending accounts and 401(k) with a generous employer match.
Ecova is an equal opportunity and affirmative action employer. All qualified applicants will be considered without regard to age, race, color, national origin, ancestry, sex, sexual orientation or preference, religion, marital status, citizenship, veteran status, or physical or mental disability.
To learn more about Ecova and to apply online, please go to: http://www.ecova.com/about-us/careers.aspx.