CLIENT ADVOCATE – PERMANENT
Client Advocate Permanent
Location: Greater Toronto Area, Ontario
Our client is seeking a Client Advocate to join their Service Desk team in Mississauga, Ontario. The Client Advocate supports the Service Desk and its clients, gaining experience, and understanding of best practices for remaining on schedule and within acceptable parameters.
The goals of the Client Advocate include:
- Proactively maintain and monitor revenue-generating Service Desk clients to ensure client intimacy and loyalty.
- Evaluate, communicate, consult on and monitor SLA/contract adherence.
- Create and maintain Internal and External Service Desk processes and procedures in relation to revenue generating Service Desk clients.
- Follow client issues and concerns to completion, to insure that all involved parties have reached satisfaction.
- Continually review and evaluate Client Advocate policies and procedures, suggest and implement modifications and improvements when needed.
Responsibilities
- Manages the client contract, billing and renewal process.
- Coordinates and leads regularly scheduled client meetings, and prepares meeting notes for distribution. Must be able to track tasks from inception to completion.
- Logs and properly documents all issues and follow-up information including web-based documents (Quick Reference Guides).
- Make recommendations for process development or changes in service. Will participate in customer calls, reviews and contract renewal discussions.
- Responsible for account changes utilizing change control process, including but not limited to project coordination, updating of data (Contact Information, Issue Codes, etc.), new processes, web management, Knowledgebase, Telco, other systems utilized.
- Works hand in hand with Supervisor to coach, mentor and meet goals set for team and accounts as assigned.
- Handles and responds to client escalations.
- Provides/schedules training to team members or assigned client as needed. (Web-based Ticketing tool (HDC), Client Specific training, tools training)
- Maintains accuracy of databases, utilization of standard forms and adherence to policies and procedures.
- Schedules, prepares and distributes documentation for assigned clients/projects.
- Reviews for distribution the daily, weekly and or monthly reports for assigned clients as it applies to each client contract.
- Prepares customer specific daily, weekly and/or monthly reports for assigned clients as required (customer specific systems).
- Prepares trending analysis as part of the monthly reporting package (frequency is based on client and complexity of the account).
- The Client Advocate is responsible for preparing and delivering presentations to the client and management on a regularly scheduled basis (Quarterly Business Reviews).
- Maintains the highest level of customer satisfaction by resolving all tangible problems and concerns
- May be accountable for the completion of Stoplight and Level of Service reports as they apply to the Service Desk support piece.
- When applicable, reviews customer satisfaction results via third party reporting to identify gaps in service and recommend training as needed.
- Administering Telco Changes
- Managing client expectations to contract and contracted Service Levels
- Managing HDC Admin requests as applicable
- Reviews quality of cases and detail provided specific to work done in a client project management system.
Requirements
- Excellent client relations skills
- Exceptional written and verbal communication skills
- Analytical and logical thinking capabilities
- Experience with, and an understanding of technical help desk operations
- Ability to learn and expand technical knowledge
- ITIL Experience or knowledge
- Extensive Process background