Coordinator, Client Support

Coordinator, Client Support

Job Category: Client Success

Location: Belleville, 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:

• 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 Bachelor's 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.

Required Skills:

• Microsoft Word: Intermediate
• Customer Service: Advanced

Required Education:

Associates or better in Business Administration or related field.

Preferred Education:

Bachelors or better in Business Administration or related field.

Required Experience:

1 year: customer service environment