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Client Relations Specialist

Company: NAE/NWAN, A Portfolio Company
Location: Strongsville
Posted on: May 10, 2022

Job Description:

Job DescriptionAt this time a Client Relations Specialist is needed to assist in the development of NAE/NWAN business by promoting NAE/NWAN products, while maintaining the company's philosophies and principles. Focuses on ensuring contracts and agreements accurately reflect clients' needs as well as all supporting documentation is accurately accounted for to ensure smooth processing of business processes. Work with the entire NAE/NWAN staff to ensure the success of our clients with professionalism and enthusiasm. Observe and learn how to handle all concerns, issues, and direction for everything pertaining to sales. Continually develops knowledge and skills. Available schedules: Monday-Friday, 9:00am- 6:00pm or 9:30am- 6:30pm. Hybrid optional after trainingCompensation: $17.00 + per hour; exceptional benefitsRole and Responsibilities:

  • To be the NAE/NWAN product knowledge and technology expert in ALL environments that pertain to the role and responsibilities.
  • Assist the CRM Team in developing processes that will ensure NAE current accounts' growth and success.
  • Takes initiative to formally document relevant processes and updates on a regular basis.
  • Maintain consistent and accurate records of all documents that pertain to all agencies and dealers on the server and hard copy folders.
  • Take immediate action to the needs of the clients.
  • Responsible to work with the NAE/NWAN representative assigned to the client to resolve issues with a current client. When necessary, bring a manager into the discussion for additional input and direction.
  • Responsible to complete assigned tasks in a timely and professional manner, without error.
  • Assist in the response to incoming calls from agencies, providing problem resolution by acting as a liaison between the Account Executive, CRM and the client. This includes taking ownership of each call and/or task to see that the client is completely satisfied.
  • Outbound communication: Follow-up calls/emails, closing out open tasks, providing necessary updates with current clients and such type communications that will enhance the relationship with clients.
  • Responsible for collecting all missing information needed on the pertinent type of agreement, distributing the information to the proper parties.
  • Create and complete dealer checklists for new setups and changes.
  • Pre-fill agreements when necessary.
  • Responsible for inputting agreements in DocuSign and ensuring they are executed.
  • Work with agents and providers on retrieval and submission of required licensing paperwork.
  • Maintain dealer agreement processing tracker on the server.
  • Enter information that populates agreement templates in the DocuSign tool and route for required signatures.
  • Updates sales board with new dealers, agents and products for existing dealers.
  • Works as a back-up to the Client Relations Dispatcher. Maintains consistent and accurate records of all documents that pertain to all agencies and dealers.
  • Update customer information and/or changes as needed.
  • Show awareness of special processing circumstances and agency requests.
  • Work as an expert on Admin as it pertains to dealer agreements and the supporting documents.
  • Complete dealer change request document related to pricing and form changes.
  • Place launch and regular supply orders in a timely manner.
  • Maintain a process for tracking dealer agreements that are submitted, which includes, but is not limited to: an acknowledgment email outlining all missing document and information within 24 business hours of receiving the agreement; continued follow up on missing information on a consistent and set schedule; overall knowledge of where each agreement is in the process at all times.
  • Audit agreements for missing information, send emails to CRM regarding missing information for agency and dealership setups.
  • Make appropriate dealer changes in OAMS and obtains proper documentation and disseminates to all departments.
  • Maintain desk area by making sure that everything is organized, neat, clean and all files and paperwork with personally identifiable information is properly filed in accordance with WISP.
  • Strive to enforce and live the NAE/NWAN Philosophy of CQSE each and every day.
  • Train other associates within Client Services as needed and when requested.
  • Handle correspondence with insurer, such as requesting monthly Contractual Liability Policy (CLIPs, requesting state-specific insurance documents, and requesting dealership cancellations for state-specific policies in place.
  • Takes ownership of changes and personally responsible for managing change in an upbeat positive manner.
  • Other Job Duties as assigned. These may include: Contract Review back up, product web presentations, creating presentation documents, shipment of supplies and so on.Qualifications and Education Requirements:
    • Strong computer skills, including proficiency with Microsoft Office, CRM Software and internal software systems.
    • High School diploma or equivalent.
    • Ability to work more than 40 hours a week and have flexibility to work prior and after regular scheduled shift when necessary.
    • Problem resolution experience.
    • A strong sales aptitude.
    • 2+ years' experience in an automotive sales or administration related environment or one years' experience as a Dispatcher with NAE.
    • Extreme attention to detail and quality of service to the clients.
    • Ability to keep up with high demands with a positive attitude and little to no error.
    • A strong sense of urgency and a desire to succeed.
    • Well-developed organizational skills and the ability to successfully manage multiple issues and demands.
    • Excellent customer service skillsWork Environment and Physical Requirements:
      • Normal office environment.
      • Ability to frequently sit for long periods of time.
      • Ability to occasionally walk, stand, reach with hands and arms, stoop, kneel or crouch.
      • Ability to spend extended hours in front of a computer screen and use close vision, distant vision and depth perception.
      • Ability to lift at least 20 pounds.Preferred Skills:
        • Self-motivator – Self-starter.
        • Attention to detail and quality of service to clients.
        • Well-developed organizational skills and the ability to successfully manage multiple issues and demands.
        • Excellent communication skills, both verbal and written.
        • Excellent customer service skills.
        • A strong sense of urgency and desire to succeed.
        • Ability to handle angry customers.
        • Skills to evaluate situations and looks for solutions.

Keywords: NAE/NWAN, A Portfolio Company, Strongsville , Client Relations Specialist, Other , Strongsville, Ohio

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