Client Services Representative
7 hours ago
The Client Services Representative will work directly with Avetta Clients, Client Success Managers, Account Managers, and Field Sales Managers to quickly and professionally resolve client and supplier needs.
This position requires a hybrid schedule in our Newcastle office (3 days in office, 2 days work from home). At this time, only qualified candidates who currently reside within commutable distance are being considered.
Please note: full working rights in Australia are required without a need for current or future sponsorship.
The pay rate for this position is $28.12-28.64 AUD/hour, depending on experience.
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Create, query and identify Client case vs Supplier cases
- Track and own case workload and ensure completion is met within Help Desk service level agreement
- Verify insurance documents
- Update and maintain all relative Case information (Salesforce, etc.)
- Investigate, report, follow-up and communicate with Client Sales Manager, Account Manager and Implementation Project Manager via chatter or email
- Properly elevate unresolved queries to the next level of support (Team Lead)
- Receive incoming client requests and prioritize them appropriately
- Work client facing projects on around user creation, connection management, etc.
- Receive warm transfers of client calls from Supplier Support teams
- Work with accounts assigned to the Client Services team and provide account support directly to client users
IDEAL QUALIFICATIONS
- Greater than 6 months in current role with Avetta with satisfactory performance against all current metrics
- Ability to demo Connect, Analytics, WM from the client and supplier viewpoint
- Ability to communicate professionally to Avetta clients, written and verbal
- Must demonstrate proficiency in SFDC and all other relevant platforms
METRICS THAT MATTER
- Response to client inquiries within SLA
- Core Servicing Metrics
- Cases handled within department specified SLA
- Email handled within department specified SLA
- Projects handled within department specified SLA
- Regular and predictive attendance
#LI-Hybrid
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As set forth in Avetta, LLC’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.
IMPORTANT NOTICE: We have received reports of fraudulent emails from certain domains, including avettacareers.com, impersonating Avetta, LLC to recruit individuals. These emails are phishing scams and do not represent legitimate job opportunities. Please note that the only valid domain for Avetta is www.avetta.com. If you encounter any suspicious emails, please report them to infosec@avetta.com immediately. Thank you for your vigilance.
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