• Client Concierge

    Electronic Environments (New York, NY)


    Job Overview

    The client

    c oncierge works to build, strengthen, and maintain relationships with EENY clients. They will act as a versatile individual contributor and will be responsible for monitoring VIP care, upgrade

    opportunities, service plan r enewals, enablement of remote monitoring subscriptions, coordination of account services

    & client delight for the S ervice department . The role has an evolving nature and would best fit an individual with a “ can do ” characteristic who is entrepreneurial as well as eager and passionate about operating with a good blend of creativity, action, influence & negotiation. This role will have a deep understanding and passion for our Client Experience mission and build external & internal relationships.

     

    Responsibilities and Duties

     

    + Monitor “break-fix” s ervice activity of our most important clients to ensure timely fulfillment of needs. This includes check-in with our s ervice d esk to ensure all VIPs have received a response or update on pending requests . Assist with VIP engagement via phone, text, or email as needed.

    + Own and distribute weekly report to Sales/Management that summarizes “break-fix” VIP activity.

    + Assist

    D irector of S ervice with ongoing reporting efforts, create, edit, and define reports as assigned.

    + Maintain VIP list in company CRM system ( ConnectWise ) ; engage with Director of Service to define VIP tiers.

    + Perform outreach to existing EENY clients that have a need or interest in upgrade offerings; create, submit , and follow-up on proposals as needed.

    + Create & monitor process to ensure proper cadence of Service plan renewal efforts , ensure that clients with scheduled maintenance contracts are being provided with the services re ndered within the ir agreement s .

    + Monitor preventive maintenance activities for active S ervice plans.

    + Work with S e rvice

    D esk to ensure preventive maintenance visits are scheduled in advance and in accordance with frequency outlined in S ervice plan.

    + Review field reports upon completion of preventive maintenance visits to identify remaining actions and/or new Sales opportunities.

    + Follow-up with client as needed with a summary of preventive maintenance visit that includes work performed, issues found, status of issue resolution, etc.

    + Monitor activity reports for potential “break-fix” engagements required for VIP clients .

    + Maintain records associated with client account information (ISP account details, login credentials for streaming services, etc.).

    + Ensure proper s ervice onboarding of completed projects.

    + Assist with inbound & outbound Service Desk tasks as needed during periods of peak demand.

    + Make r egular phones calls

    to:

    + VIP clients after a “break-fix” Service engagement.

    + Check in with new client at 3-month, 6-month, 1 year mark.

    + Check in with VIP clients quarterly or yearly (dependent upon VIP Tier).

    + Coordinate new client welcome packages, VIP gift baskets, birthday/anniversary cards, etc.

    + Send p roactive emails regarding industry/vendor/system changes , c oordinate with sales & design as applicable.

    Job Qualifications

    + 3 - 5 years’ experience working within a customer service base environment with high end clientele.

    + Professional phone edetate, strong written communication skills and ability to balance several communication platforms simultaneously.

    + High school diploma or equivalent required, bachelor's degree preferred.

    + Experience interacting with stakeholders at all levels; over communicator.

    + Demonstrated ability to self-motivate and follow-through.

    + Attention to detail, great organizational skills, the ability to meet tight deadlines, and to juggle multiple critical requests.

    + Ability to think both strategically and tactically and to drive execution. Should be equally comfortable with long term planning and day-to-day progress tracking and execution.

    + Proven track record of taking ownership and of delivering results in a fast-paced environment.

    + Have a solid grasp of customer success and ample experience developing client relationships, working with clients directly to find solutions.

    + Demonstrated desire for continuous learning and improvement.

     

    Department

     

    Service Coordination

     

    Employment Type

     

    Full-Time

    Minimum Experience

    Experienced

    Compensation

     

    $25 - $30 per hour DOE