Responsible for the day-to-day management of Client Service Procedures. Monitors Client Services workload and work product of teams they supervise to ensure consistent, high quality completion of work within published guidelines. Ensures client expectations are met. Works closely with General Manager and other departments to design best practices, workflows, and process improvements. Creates and facilitates training for Client Services employees.Essential Job Functions:• Provide daily direction and communication to employees so that client tickets, cases, and calls are answered in a timely, efficient and knowledgeable manner. • Design and analyze data from a variety of sources to determine individual, team, and department performance. • Assist in development, design of process or improvements being aware of how one change may affect existing workflows. • Provide continual evaluation of processes and procedures. • Creates, coordinates, updates, and facilitate training for Client Services employees. • Handle escalated calls, complaints, questions, and queries with a sense of urgency. • Assess external client needs and collaborate with internal departments to meet needs and resolve client issues. • Onboarding position includes direct client communication with new clients, delivery issues, and portal demonstrations.

Work with clients to effectively communicate an idea, endorse a product or inform prospects of a promotion, both verbally and visually, across different types of media.