Client Services Specialist

Overview
Client Services Specialist is the front line of customer interaction. The Client Services Specialist supports customers through the booking of appointments, building strong relationships and rapport with key clients, cross-selling of services, management of special requests, handling of queries and support with using our online portal; all whilst delivering an exceptional customer experience. The Client Services Specialist role is pivotal to the smooth running of the business through the management of appointments, bookings, document management, report tracking, building relationships with assigned accounts, achieving key KPI targets, and vendor/visitor control.
Responsibilities
Provide exceptional customer service & product/service information at front house, via telephone and email
Building relationships with assigned accounts
Manage all facets of appointment booking including support with special requests and opportunities to provide additional services
Build sustainable relationships, connections and trust with customers & experts through open and interactive communication, resolution of issues and delivering on promises
Supporting the National Operations Manager with ad hoc tasks
Work collaboratively with all departments to support customer and expert needs
Working towards and achieving company KPI's and objectives for expert bookings, customer onboarding & customer service
Create bookings for clients from telephone or email correspondence
Generate sales leads that develop into new customers
Cross-sell experts and specialties to customers
Manage all aspects of the bookings process via Salesforce
Assist in training lawyer/insurers/experts in the use of Salesforce as required
Manage all aspects of appointments - file and client throughout
Regular communication with General Manager
Communicate effectively with File Team and QA
Adhere to quality standards as per SOPs
Responding to enquiries sent to
Competency in document management capabilities
Keep up to date with key administrative knowledge in order to provide effective support as requested
Participation in regular business development updates and training as part of weekly team meetings
Promotion of Lex Medicus on social media
Attending Lex Medicus seminars, functions and training days as required
Business development communications with lawyers and clients
Managing Expert availability and supporting their needs in order to enhance their experience
Ensure that facilities are suitable for expert needs
Identify risks and opportunities relating to service with experts
Identify risks and opportunities in experts' schedules
Build rapport with experts, identifying and assessing their needs to achieve satisfaction and retention
Promote and support practices that are inclusive, responsive, safe and accessible
Qualifications
Qualifications and Experience
Specific Knowledge and Skills
Legal, insurance or medical industry experience – highly regarded
Commercial acumen and genuine enthusiasm to build relationships and provide excellent customer service
Strong organisational and time management skills
Strong team player
Excellent communication skills and ability to negotiate successful outcomes with customers
Attention to detail
Professional & immaculately presented
Adaptable and reliable
Additional Information
Why join us?
Corporate benefits including discounted Health Insurance/Gym Memberships & Travel Perks (Car Hire & Hotel), Novated Leasing, Salary Packaging, Employment Assistance Program, Paid Parental Leave & Purchased Leave
Employee Referral Program – Be rewarded for successfully recommending great talent
Thorough induction, ongoing mentorship & tailored professional development plan. Career progression pathways being part of the broader MedHealth group of businesses
You are welcome here.
Our fast-growing team of more than 3,500 people around Australia represent a huge array of life experiences, skills and ways of thinking. We value all these differences.
We are an Equal Opportunity Employer, proudly welcoming people with disability including mental health conditions, people from diverse cultural and linguistic backgrounds, people from the LGBTQI community, veterans, carers and Indigenous Australians to our team.
We are happy to adjust our recruitment process to support accessibility needs.
Seniority level
Not Applicable
Employment type
Full-time
Job function
Customer Service
Industries: Wellness and Fitness Services
Equal Opportunity Employer statement retained.
#J-18808-Ljbffr