Client service executives act as a liaison between external customers and internal departments for their organization. They interact with clients through email, telephone, and in-person meetings, as well as interact with other employees to resolve customer concerns. They perform situation analysis to make informed decisions that benefit their client and company, as well as work with other executives to reach all organization objectives.
Client service executives must respond promptly to client inquiries in a courteous and professional manner, and they also conduct presentations for management as requested. Additionally, these executives help develop support and sales strategies, identify efficiency issues, and make sure case management workflows are resolved promptly. They also review contracts to ensure they meet client expectations and help ensure client issues are resolved promptly. Client service executives must prioritize client cases and escalate issues as needed to other departments, as well as work with support teams to increase customer satisfaction and brand recognition. In all tasks, these executives must follow company procedures to respect client privacy.
Generally, they report their progress to the client service manager or supervisor in their department.
A high school diploma is needed for this position. Previous experience in a customer service environment may be preferred. Client service executives must be quick learners who are able to multitask effectively on a variety of requests. They should work well under pressure, meet deadlines, and be effective communicators as well.