Develop and maintain positive vendor relations to ensure superior customer satisfaction

Receive and handle customer calls and email requests for services

Manage the scheduling and completion of all services assigned by customers

Manage real-time inquiries while keeping track of and responding to commitments to follow up with customer/vendor inquiries

Identify, research and resolve customer issues using the company’s web-based systems and databases

Source new vendors to perform required services, as needed

Resolve or escalate all disputes or un-satisfied service confirmations

Maintain open communication with Vendors in a manner that adheres to all contracts and agreed upon Scope of Work throughout the duration of the relationship

Provide market intelligence feedback to maximize customer satisfaction and to ensure strategies and policies are in place to attract and retain customers

Provide information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person

Enter information into our database and ensure consistency and accuracy

Be able to educate clients on the benefits of the Lessen service offering

Resolve most/all client and Affiliate issues without escalation

Remain on the queue and address all requests

Provide creative solutions to meet client needs and maximize value

Contribute to special projects and continuous improvement initiatives, as requested by Operation’s management or the client

Provide management with recommendations to changes in procedures, as needed

Foster a positive team environment

Ensure confidentiality of internal and external data

Perform ad-hoc projects and other duties as assigned