Client Services Representative

3 days ago

Newcastle, New South Wales, Australia Avetta Full time

SUMMARY

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 $ 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 escalate 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

MINIMUM 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
  • Bilingual skills in Portuguese or Spanish are preferred.

METRICS THAT MATTER:

  • Response to client inquires 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

EDUCATION, TRAINING AND EXPERIENCE (optional):

  • OSHA 10 Training
  • PMP Certification a plus
  • Avetta Insurance Training a plus
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