Job Description

The Client Care Representative’s main responsibility is to provide superior customer Service to new and existing Access Clients.

 

  • Answer telephones, forward callers, accept messages per standard operating procedure.
  • They average 50-60 phone calls per day. Inbound and outbound.
  • They won’t be doing sales.  Outbound calls consist of follow up calls about records/files on storage needs.
  • Create client work orders from telephones, fax, Web users and from remote users.
  • Assist clients with questions regarding order fulfillment, services available and general pricing while providing superior client service.
  • Provide inside sales support to all clients by providing details of offered services, pricing, agreements, etc per SOP (standard operating procedure)
  • Notify Operations of changes that may affect service schedule
  • Coordinate and process rush and emergency client container and file requests through Director of Client Care or Transportation Coordinator.
  • Regularly update service schedule reviewing daily with the Transportation Coordinator or Director of Client Services.
  • Complete database research on missing client containers, files, or tapes, and maintain client contact per SOP.
  • Communicate with Clients as needed for Call Backs as directed by the Operations Team or SOP’s.
  • Assist or perform the vault processing as directed by the Director of Client Care.
  • Process destruction and permout work orders per SOP.
  • Complete client data entry per SOP.
  • Complete importing of client data per SOP
  • Process requests for printed bar codes as needed and per SOP.
  • Complete closing of work orders on a daily basis per SOP.
  • Ensure all visitors are greeted, signed in and are given a badge per SOP.
  • Complete filing of all work orders and management logs on a daily basis per SOP.
  • Process incoming mail - Fed Ex, UPS, etc. on a daily basis.
  • Assist or process as directed all levels of Client and/or Vendor invoices (Billing) by the timelines set per the SOP.

 

Education AND years & type of experience:

  • High school diploma or equivalent required (degree preferred)
  • Six months + experience in a customer service environment or call center preferred

Baseline Knowledge & Skills: 

  • Must have strong Windows based computer skills (Microsoft Office – excel, word, outlook)
  • Excellent listening skills
  • Strong Negotiation skills
  • Strong oral and written communication skills (must possess grammatically correct English skills)
  • Must be flexible and friendly under pressure
  • Must have excellent attention to detail

Application Instructions

Please click on the link below to apply for this position. A new window will open and direct you to apply at our corporate careers page. We look forward to hearing from you!

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