Client Services Specialist

POSITION SUMMARY

The Client Services Specialist is responsible for performing day to day communication with assigned client accounts including status updates, past due updates, fee increase requests, revision requests, client education, and minor escalations. The Client Services Specialist also assists with research, order processing, and delivery. The position carries out responsibilities in the following functional areas: client customer service and order processing.

ESSENTIAL FUNCTIONS

• Communicate directly with clients daily via email and phone
• Manage high email volume and respond to client requests in a timely manner
• Resolve minor client complaints and/or concerns
• Educate clients on processes and procedures
• Issue client status updates
• Advise clients when their request cannot be accommodated, while maintaining a positive and professional demeanor
• Process fee increase requests
• Process receipt of revision requests and resolutions
• Work closely with Assignment and QA/QC Managers
• Monitor priority orders and clients through entire order lifecycle
• Balance LRES' needs with the client's expectations
• Promote LRES' reputation for excellence and timely customer service
• Meet monthly goals that will be outlined by the manager
• Assist Team Lead and Manager as needed
• Participate in other interdepartmental cross training
• Expected to participate in overtime as directed
• Maintain strict confidentiality and discretion

Performs all functions according to the established policies, procedures, regulations and accreditation
requirements, as well as applicable professional standards. Provides all customers of organization with an
excellent service experience by consistently demonstrating our core values each and every day.

https://lres.com/