Client Services Representative (eCU Technology)

Address: 16430 Park Ten Place, Houston, Texas 77084

This position is an in-person role taking place at 16430 Park Ten Place, Houston, Texas 77084

Role: Provide direct support to eCU Technology clients with a focus on per-deployment configuration, quality assurance, and customer expectation management.

Essential Functions & Responsibilities

• Assist with the client ongoing support process by participating in client calls and meetings. Collect detailed notes, action items, next steps, and ticket creation for the development team. Work with the CSR Lead to provide weekly and monthly Client Services department status reports.
• Provide updates to clients on the status of projects and answer project questions via phone and email in the absence of the VP of Marketing & Client Experience.
• Work with third-party vendors to gather information and troubleshoot issues.
• Provide support to Client Services by promptly responding to client calls, support desk tickets and requests.
• Other job duties as assigned.
  
  

Performance Measurements

• To provide conspicuously awesome service to clients.
• To advocate for the client by understanding their business needs and articulating that to the development and SQA teams.
• To provide support to the QA team when needed by testing applications.
• To display a technically-savvy aptitude and be motivated to work in a fast-paced environment/adaptive to change.
  
  

Knowledge And Skills

Experience -Three to five years as client relations specialist/representative or similar position.

Education - Bachelor’s Degree Or Equivalent Experience Preferred.

Interpersonal Skills - Work involves much personal contact with others inside and/or outside the organization for the purpose of first-level conflict resolution, building relationships, and soliciting cooperation. Discussions involve a higher degree of confidentiality and discretion, requiring diplomacy and tact in communication.

Other Skills - Must be able to deliver conspicuously awesome service. Excellent verbal and written communication skills. Ability to speak and communicate in an articulate manner over the phone, in-person, over virtual meetings, and by email. Possess and display a positive, outgoing personality with an eager can-do attitude to help others. Extensive experience utilizing MS Office and familiarity with using various software solutions. Data entry experience and familiarity with utilizing SQL.