The Client Support Specialist supports Client Relationship Managers (CRMs) with account maintenance and client requests. This person will be assigned to a partnership with a specific CRM to assist in the management of their national accounts. The CRM will consider the Client Support Specialist an important asset and will be an additional point of contact for each national account. In addition, with other Client Support Specialists, this person will maintain an internal request site to provide resolution for incoming requests from additional CRMs who require account assistance. The support specialist should be willing to learn and become familiar with internal systems and reporting tools which allow for providing assistance quickly and accurately.

Essential Duties and Responsibilities: 

• Organize and prioritize requests from clients or CRMs according to assigned Service Level Agreements
• Manage internal request site and email box to provide timely resolution to client or CRM needs
• Utilize internal systems to assist CRMs with account management
• Become familiar with business intelligence tools to provide reporting to CRMs for client analysis
• Develop and leverage internal relationships to provide accurate and prompt client service
• Research and prepare credit requests to be approved by business unit and processed
• Manage client cancellations ensuring this occurs in all necessary account management systems
• Track CRM account initiatives for impact on client usage and/or revenue
• Attend client meetings with CRM partner as necessary
• Participate in strategic account reviews for senior leadership with CRM partner
• Participate in business unit initiatives as needed
• Other duties as assigned