Client Service Representative (temporary)

The Client Service Representative supports the Client Service Executives and Client Service Directors in the delivery of an outstanding “client experience” to new and existing clients. Under the guidance of higher level Client Service team members the Client Service Representative serves as a first point of contact for day-to-day service delivery to assigned clients.

Role Description
• Serve as point of contact for clients with questions/needs regarding our service offerings and day-to-day service deliverables, thereby contributing to the establishment and maintenance of strong client relationships.
• Possesses an awareness of Advantage IQ’s full suite of services, with ability to broaden one’s knowledge base quickly to a comprehensive understanding of those services.
• Establish or assist in establishing conference calls. May also be required to lead conference calls with clients.
• Participates in client visits in an effort to build strong client relationships through face-to-face interaction.
• Assist with training clients during the on-boarding phase and throughout the client relationship. Provides support with all of our client facing tools. Solid understanding of the reporting capabilities of Facility IQ and Performance IQ, to address clients’ inquiries.
• Addresses client’s needs from support of, through to resolution, on delivery issues such as, bankruptcy scope of services, rate changes, shut-offs, budget and variance reporting, late fee inquiries, custom reporting requests, service failures, funding reconciliations, EPR reports, third-party access requests, client departures and special process requests or changes, while maintaining a balance of client and company needs.
• Sponsor, facilitate and follow-up through completion, any modifications to General Ledger files, requests for data feed files and issues regarding the delivery of these files, and CET files requested by the client. Ability to understand and communicate the output of a CET file.
• Ability to answer internal questions from other departments / organizations regarding client information. Facilitates the flow of information to delivery teams, communicates changes to client information, expectations and contract scope deliverables.
• Performs and documents scheduled check-in calls with clients, listens for clients needs and has ability to identify up sell opportunities.
• Supports the Client Service Executives and Client Service Directors with the day-to-day management of our clients. Assists in tracking and monitoring of scope deliverables / key performance indicators, the development and validation of periodic business review documents and the validation of service fee billings. Track trends and make recommendations regarding client performance regarding items such as, funding timing, late fees, etc… Working knowledge of contract scope of work and terms and conditions.
• Perform other duties as assigned.

Role Competencies
• A Bachelors of Arts Degree or a Bachelors of Science Degree or equivalent is preferred. Other combinations of experience/education will be considered with a minimum of a High School education or GED required.
• Requires two or more years of customer related work experience with demonstrated understanding of, and ability to, represent the Company professionally as the first point of contact with clients.
• Ability to manage multiple priorities and activities for clients, while effectively working directly with delivery teams to ensure a positive client experience.
• Demonstrated ability to work in a fast paced environment, displays professional verbal and written communication skills.
• General knowledge of Energy or Resource Management Services industry.
• Must be a team player who is detail oriented, dependable and adaptable.
• Is flexible with schedule and available for additional hours as needed.
• Must have excellent computer skills, including familiarity with Microsoft suite of applications and Internet.

Ecova Information
Our salaries are competitive and commensurate with experience. We are a performance-based culture and have goal-based incentive programs and generous employee benefits. Our comprehensive benefit package includes medical, dental, vision insurance, life, AD&D, short- and long-term disability insurance. We also offer flexible spending accounts and 401(k) with a generous employer match.

Ecova is an equal opportunity and affirmative action employer. All qualified applicants will be considered without regard to age, race, color, national origin, ancestry, sex, sexual orientation or preference, religion, marital status, citizenship, veteran status, or physical or mental disability.

To learn more about Ecova and to apply online, please go to: http://www.ecova.com/about-us/careers.aspx