senior Customer Service Representative | start asapAxadra

The Senior Customer Service Representative is responsible for handling a portfolio of accounts for the company. He/She will be the lead point of contact for all client matters, anticipate the client's needs, work within the company to ensure deadlines for the client are met, and help the client succeed.
Responsibilities:
Developing a solid and trusting relationship between major key clients and company
Resolving client issues and complaints
Developing a complete understanding of key account needs
Anticipating account changes and improvements
Managing communications between key clients and internal teams
Strategic planning to improve client results
Negotiating contracts with the client and establishing a timeline of performance
Establishing and overseeing internal budgets with the company and external budgets with the client
Working with SEO, Paid Media, Web Design, and Content teams, managers, marketing, and team members from other departments dedicated to the same client account to ensure the highest quality of service and all client needs are met
Collaborating with the sales team to maximize profit by up-selling or cross-selling
Planning and presenting reports on account progress, goals, and quarterly initiatives to share with team members, stakeholders, and possible use in future case studies or company training
Meeting all client needs and deliverables according to proposed timelines
Analyzing client data to provide customer relationship management
Requirements:
Able to multitask, prioritize, and manage time efficiently
Goal-oriented, organized team player
Encouraging to team and staff; able to mentor and lead
Self-motivated and self-directed
Excellent interpersonal relationship skills
In-depth understanding of company key clients and their position in the industry
Eager to expand the company with new sales, clients, and territories
Able to analyze data and sales statistics and translate results into better solutions
At least 3 years of previous work experience in sales, management, or key account management
Excellent verbal and written communication skills; must be a listener, a presenter, and a people-person
Experience with CRM software and the Microsoft Office Suite, with emphasis on superior Excel skills
Strong negotiation skills, with ability follow-through on client contracts
Ability to multitask and manage more than one client account
Proven results of delivering client solutions and meeting sales goals
Amenable to work on US shifts