Client Service Representative

Job Duties

 

?  Primary responsibility for delivery, implementation and continuous improvement of client services to Franchisee network, including:

○  Development

? Assist in developing client network support products, systems & services.

? Develop effective service materials utilizing a variety of media.

? Identify effective outside service resources to supplement in-house programs, where necessary.

○  Delivery

? Deliver & implement client services programs to assist Franchisees in maximizing business potential.

? Promote Company programs, products and services to client network.

? Conduct periodic follow-up surveys and/or evaluations to evaluate & measure service impact and modify programs, as needed.

○  Relationship Management

? Serve as primary Franchisee support staff in designated territory

?  Assure seamless Client transition from sales to service.

?  Assist in opening franchise locations.

?  Effectuate transfers and renewals.

?  Conduct periodic and routine franchise file audits, insurance coverage audits and payment audits, where necessary.

?  Other on-going Client support duties, as needed.

? Establish self as primary liaison & feedback loop via regular communication between the Company and its clients regarding Franchisee needs & Company capabilities.

? Coordinate, schedule and facilitate regular local, regional and national group meetings, professional development sessions and awards presentations.

○  Business Practices Consulting

? Collect, sort, analyze and package data into useable business intelligence to meet client service needs.

? Consult with clients regarding business operations at a basic business practices level & know when to call for assistance of SVP, Client Services.

○  Company & Departmental Support

? Execute strategy & tactics to manage to Company & departmental goals while holding self accountable for results.

? Assist in build-out of cohesive, results-focused, team-oriented Company & departmental environment.

? Assist in development of Company & departmental standards, policies and practices that ensure SOP across client base.

? Nourish and sustain client perception of value of affiliation with Company ? be a ?Brand Ambassador.?

 Knowledge, Skills, Abilities & Attributes

?  Familiarity with a variety of functional area concepts, practices, and procedures, including customer service, sales, marketing, finance and information technology.

?  Ability to form & sustain productive relationships with clients, managers, peers, subordinates and others.

?  Solid public speaking & group presentation skills

?  Self-motivating, self-starter

?  Ability to drive tasks from conception to completion.

?  Results oriented.

?  Habitually attentive to detail.

?  Thrives on challenge.

?  Creative problem-solving skills.

?  Works well under pressure.

?  Ability to simultaneously execute disparate tasks.

?  Flexibility to travel as needed

?  Proficiency with Microsoft Office programs.

 Experience

?  3 to 5 years? general business experience, preferably at a managerial level, in customer service, sales, marketing, finance or information technology function.

?  Familiarity with service program development, delivery & implementation in a services business.  Residential real estate appraisal or franchise-related services experience preferred.

?  Progressive leadership assignments and proven record of accomplishment in chosen field.

 Education, Certification & Licensure

?  Bachelor?s degree in relevant field from accredited institution required.  Master of Business Administration or other relevant graduate degree highly desirable.

?  Customer service or training / education certification desired.

?  Residential real estate appraisal licensing preferred.