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NCE Careers

At NCE, our success comes down to the people who work for us. That’s why we work to create a supportive environment that encourages development and career progression throughout our organization. If you want to be part of a team that’s at the cutting-edge of customer service solutions for the technology industry, then NCE offers a great place to start, or further, your career.

Client Service Manager

The Client Service Manager is responsible for the implementation, customer management, performance management, and communication internally and externally of the tasks associated with implementation of specific Repair Center Contracts. The Client Service Manager assists the Director of Client Services in planning activities to assure contract deliverables and other work are produced timely and in accordance with established requirements. The ideal candidate must be highly analytical. Some travel may be required.

Responsibilities:

  • Responsible for establishing and maintaining customer relationships through ongoing communication with customers
  • Proactively informs customers of potential problems and or delays relating to the fulfilment of their requirements
  • Keeps Operational Staff informed of any customers that have specific requirements
  • Develops, coordinates, communicates and finalizes Project Plans that result in the successful on-time delivery and launch of assigned projects
  • Develops, tracks and maintains project schedules
  • Capable of managing several project assignments concurrently
  • Leads and facilitates assigned team activities such as team meetings, client meetings and contract deliverables
  • Responsible to educate and inform Director of Client Services of any contract concerns proactively
  • Responsible for managing customer escalations, including engaging management and executive level management in any escalation paths, providing regular updates to customers until escalation resolved and following-up with customer after completion of escalation to ensure customer is happy with the outcome
  • Exercises judgment and assumes responsibility for decisions, consequences, and results having an impact on people, costs, and/or quality of service within the functional area
  • Responsible for 100% customer satisfaction results
  • Responsible for all customer reporting, as required
  • Responsible to identify sales opportunities and forward them to Sales Team

Key Competencies:

  • Must have exceptional written and oral communication skills
  • Ability to build and maintain customer relationships
  • Must be skilled in planning, organizing, and prioritizing work load
  • Ability to analyze and solve problems
  • Must be results focused
  • Ability to cope with a very fast paced environment
  • Attention to detail and accuracy is required
  • Must be able willing to be available after hours for customer escalations

Experience:

  • 3-5 years account services or account management experience
  • Strong customer service background
  • Project Management experience preferred
  • Must be proficient with Excel, Word, and Outlook software
  • Strong analytical, conceptual and cognitive skills are required
  • Must be comfortable in a customer-facing capacity acting as the single point of contact

Education:

  • High School diploma OR GED required
  • Bachelor's degree is preferred
  • PMP certification highly desirable

Please submit resume to: hrdept@ncegroup.com

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