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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 please apply.

Jr. Client Services Manager

Jr. Client Service Manager – Reports to the Director of Client Service
Position located in San Diego Office
Schedule: 8am to 5pm; 7x24 availability

Overal Description:

The Jr. 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 Field Service/Repair Center Contracts. The Jr. Client Service Manager assists the Director of Client Services & Client Service Managers in planning activities to assure contract deliverables and other work are produced timely and in accordance with established requirements. Some travel may be required.

Scope of Responsibility:

This position will lead and facilitate assigned team activities such as team meetings, client meetings and contract deliverables and anything else as assigned by the Director of Client Services or other Company Executives.

Knows the formal and informal departmental goals, standards, policies and procedures, and has some familiarity of that of other departments. Is sensitive to the interrelationship of both people and functions within the departments.

Jr. Client Services Manager will be assigned accounts and will learn these accounts over time.  Additional accounts will be added.  This position will handle all account alerts to the internal teams for all of client services as well be in a learning role for more advance client communications.

Jr. Client Services Manager Responsibilities:

  • Responsible for establishing and maintaining customer relationships through ongoing communication with customers
  • Responds to any customer inquiries relating to the progression of repairs/service calls
  • 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 for Field Service/Repair Center Accounts
  • Responsible to educate and inform Director of Client Services, or his/her designee, 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
  • Responsible for 100% customer satisfaction results
  • Responsible for all customer reporting, as required
  • Responsible to identify sales opportunities and give to Sales Team 

Decision Making:

On a regular and continuous basis, exercises administrative judgment and assumes responsibility for decisions, consequences, and results having an impact on people, costs, and/or quality of service within the functional area. 

Communication:

  • With Customers Directly, with Partners, and internal customers (all departments)

Experience/Requirements:

  • 1+ years of experience in customer service or account management (Quality Improvement or Program Management experience, a plus)
  • Ability to read and understand standard business documentation (e.g. contract language)
  • Solid written and oral communication skills
  • Solid organizational and team building skills
  • Proven ability to work on several projects simultaneously and under tight schedules
  • Must be able to prioritize own workload and use own initiative in the absence of supervision
  • Intermediate to Advanced MS Office Skills.

Please submit resume to: hrdept@ncegroup.com

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