Client Support Representative

Job Description

Job Description

Role of the Department:

The Client Support Representative will support the Operations department to ensure that assessment activities are planned and performed in a highly professional and technical manner and that customer expectations are exceeded and process customers through the certification process.

Job Purpose:

1. Proactive Client contact
2. Aid in maintenance of various reports of status
3. Create and maintain client information in our database, EQM
4. Responsible for complex clerical assignments following established procedures
5. Secures information from various sources in production of reports and listings
6. Interacts with clients in a professional manner to provide assistance when needed
7. Process customers through the certification process
8. Maintain multisite audit sampling planners

Principal Tasks:

These individuals will be responsible for the primary Client support for all divisions from the point of management service agreement. Once appointed these accounts will remain under the support of the assigned Client Support Representative until reassignment becomes necessary.

The specific duties of the Client Support Representatives are as follows:

• Day to day maintenance and security of assigned Client in database.
• Direct support of assigned Client requirements & needs
  - Scheduling of all audit activities
  - Questions and answers
  - Requests and inquires
  - Updates information and new developments
  - Provides client notifications of activities
  - Levels of Client satisfaction
  - Use of Registration and NQA Logo
  - Adhering to established KPI’s of the Customer Service Group
• Maintenance of Client Registration
  - Provides work order or activity information
  - File reviews (unless as defined by accreditation schemes)
  - CAP "chasing" & reviews
  - Conducted Reviews
  - Support other cell or company initiatives related to the client
  - Provides input to the Blue List as appropriate
  - Support program management efforts as appropriate
  - Certificate Maintenance
  - Multisite audit planners and associated multisite required documents
• Financial Support
  - Assist in Invoicing Clients (annual registration, pre-activity, re-bill expenses)
  - Client collections
• Business Development
  - Identifying cross selling opportunities for Business Development
  - Support client quotation process as needed
• Championing Clients needs for NQA
• Anticipating clients needs
• Coordination of all activities associated with client

Qualifications and Experience:

• High school diploma or equivalent. 2-3 years related Customer Service / Program Management experience.
• Knowledge of ISO 9000 and related ISO registration/certification schemes
• Knowledge of Microsoft Office and other computer programs
• Excellent administrative, communications and client telephone contact skills are essential.