JD Palatine

Onsite Client Advocate

US-KY-Louisville
2 months ago
ID
2017-1014
# of Openings
1
Category
Customer Service/Support

Overview

The Onsite Client Advocate is a client facing position that acts as the liaison between the client and JD Palatine. This hybrid customer relations and operations position, requires the individual to support the client at the client’s location. The position is fast-paced, requires tremendous attention to detail and the ability to work within a team environment is required.

Responsibilities

  • Provide account management and customer service support on the client account.
  • Track workload and results proactively on a daily basis.
  • Manage annual projects on behalf of the client when needed.
  • Provide support to the client in answering candidate or recruiter questions.
  • Provide reporting and metrics as agreed upon to show outstanding work and proactively identify any issues.
  • Provide monthly executive summary of volume, costs, and trends as agreed upon.
  • Operational processing, just as clinic contacts, applicant scheduling, and other tasks as needed.
  • Be the eyes and ears of JDP to proactively identify any concerns.
  • Working with internal JDP members to address concerns and client needs.
  • Serve as a primary escalation point for the client addressing and escalating as appropriate.
  • Answer system questions as needed.
  • Locate additional clinics as needed.
  • Provide support on industry best practices, legal updates, and any other communication that impacts the clients screening program.
  • Partner with Sales and / or Account Management teams to manage client expectations by providing transparency around business requirements and actions needed to be successful.
  • Build strong relationships and confidence across the client organization in self as well as JDP.
  • Ensure adherence to Guidelines, regulations and processes where applicable while exercising judgment and reasoning abilities in order to solve problems.
  • Collaborate to improve function and client experience
  • Transition client requirements into systems and processes ensuring this is representative of the clients required program.
  • Other job duties as required including other customer and operational activities.

Qualifications

  • Provide account management and customer service support on the client account.
  • Track workload and results proactively on a daily basis.
  • Manage annual projects on behalf of the client when needed.
  • Provide support to the client in answering candidate or recruiter questions.
  • Provide reporting and metrics as agreed upon to show outstanding work and proactively identify any issues.
  • Provide monthly executive summary of volume, costs, and trends as agreed upon.
  • Operational processing, just as clinic contacts, applicant scheduling, and other tasks as needed.
  • Be the eyes and ears of JDP to proactively identify any concerns.
  • Working with internal JDP members to address concerns and client needs.
  • Serve as a primary escalation point for the client addressing and escalating as appropriate.
  • Answer system questions as needed.
  • Locate additional clinics as needed.
  • Provide support on industry best practices, legal updates, and any other communication that impacts the clients screening program.
  • Partner with Sales and / or Account Management teams to manage client expectations by providing transparency around business requirements and actions needed to be successful.
  • Build strong relationships and confidence across the client organization in self as well as JDP.
  • Ensure adherence to Guidelines, regulations and processes where applicable while exercising judgment and reasoning abilities in order to solve problems.
  • Collaborate to improve function and client experience
  • Transition client requirements into systems and processes ensuring this is representative of the clients required program.
  • Other job duties as required including other customer and operational activities.
  • 1 – 3 years of account management experience

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