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Careers |
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| Division: |
TALX Corp. (G&A) |
| Location: |
SAINT LOUIS, MO US
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| Travel Involved: |
0-10% |
| Job Type: |
Full Time |
| Job Level: |
Experienced (Non-Manager) |
| Education: |
Bachelors Degree or Equivalent |
| Category: |
Client Services |
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| Position Summary: |
The quality enhancement coordinator's primary responsibility is to support the client relations group and all internal operating departments in the retention of business and overall process improvement. The ability to work independently and efficiently is imperative.
At Risk - Maintain At Risk process for respective region, all business units.
- Ensure all Client Relationship Managers (CRMS) follow a consistent adherence of guidelines for all At-Risk accounts.
- Ensure all At-Risk accounts have an active client service plan in place.
- Add / remove At Risk accounts as necessary
- Maintain accurate and current data within At Risk listings
- Weekly communication with CRMS when necessary
- Cross reference notice of cancels with the At-Risk listing
- Work in conjunction with CRM and operations to remove accounts from At-Risk or to Monitor status with 90 days of becoming At-Risk
- Pinpoint and communicate areas of concern or trend to Quality Enhancement Manager.
- Export new At Risk listing from SLX for all business units by the 25th of each month. Copy/paste updates from prior listing.
- Collections / Agings
- Review history of accounts which are three or more quarters outstanding on invoices.
- Work in conjunction with Collection department to secure payment on invoices.
- Make contact with clients; document all attempts, to determine cause of non payment.
- Coordinate, if necessary, with CRM to address issues causing non-payment
- Document all contact attempts within Solomon and SLX
- Communicate with the Quality Enhancement Manager on a monthly basis, on all accounts that continue to be non responsive after three valid attempts.
Client Issue Investigation
- Respond expeditiously to issues, concerns and field personnel
- Communicate trends in issues or concerns to Quality Enhancement Manager
- Investigation and analysis of client issues, as requested
- View areas of improvement from the client's perspective, CRM's perspective and internal operations perspective.
Field Service / Client Support
- Escalation point person for any and all needs as necessary
- Provide out of office default contact for all field personnel (long term and short term).
- Receive and respond to daily client calls, inquiries, and needs.
- Conduct follow up on all client satisfaction surveys and hot alerts
- Assume responsibility for physical maintenance of accounts within respective region (LOA/POA follow up, missing tax data, certain aspects of reimplementation requirements).
- Provide and conduct educational workshops as needed and only upon approval of Quality Enhancement Manager.
- Manage and produce all necessary client special reporting needs, only upon review of Quality Enhancement Manager.
- Create and ensure distribution of ongoing educational and reference materials to both clients and field service personnel as needs arise.
- Weekly participation in regional conference calls.
Liaison between Internal Operating Departments and Field Service
- Assist CRM's in client resolution, where needed
- Work to ensure the lines of communication between field and operations continue to improve.
Special Reports
- Upon request, as needed and as directed by Quality Enhancement Manager
On going Special assignments
- Upon request and as directed by Quality Enhancement Manager
Bi-weekly meeting with Quality Enhancement Manager
- Review of outstanding projects, needs
- Communicate any potential areas of review that are in need of review
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| Requirements |
- 3+ years experience in a sales/account management support role
- Proven ability to interact with internal and external customers
- Exemplary communication and organizational skills
- Problem Solver
- Experience handling multiple projects and meeting deadlines
- Proven proficiency in Power Point
- Intermediate knowledge of MS Office Suite
- Associate or Bachelors degree is preferred
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Equal Opportunity Employer M/F/D/V
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