Serve as the main communication link between, Operations Center, Account Management, and other Business Units that support the client throughout the life of the contract; and provide informed analysis and advocacy of program health and client satisfaction for the programs applications that will be used.

The CSS works along with the clients with complexed issues.

Additional Description:

Greet & assist customers/clients in person, online, and over the phone.

Receives, collects, sorts by SLA’s

Responsible for all Shipping

Orders, receives, and stocks mailing supplies and office supplies

Sorts, bundle, and prepare bulk workorders

Recommend and develop standard business reports and/or dashboards that present critical client information.

Stay up to date through continuing education and involvement with developing products and processes so that reporting and analytics remain timely and proactive.

Client Relationships

Build effective client relationships and proactively engage the client to maintain alignment on critical client goals and needs.

Communicates well verbally & written.

Proactively identify potential client issues and engage internal stakeholders, departments, and/or business leaders to address and resolve issues.

Escalate client issues and concerns in a timely manner to appropriate departments and/or decision makers.

Provide guidance and/or facilitate training as needed for new staff, new products, and/or new processes.

Operations

Understand internal business practices, client requirements, and how the two balance in order to make informed recommendations to appropriate stakeholders and decision makers.

Collaborate and partner with internal departments and business units to facilitate the understanding of client requirements and to maximize client success.

Respond to client requests in a timely manner and strategically orchestrate the fulfillment of such requests by coordinating with appropriate departments (i.e., data requests, document adjustments, etc.).

Maintain continued involvement in the day-to-day operations required for client programs as a knowledge resource and informed advisor, providing strategic orchestration for the necessary administrative tasks.