Job Description

Job Description

Job Description

Heartland is looking for a Client Service Advocate to provide exceptional customer service and support to our clients in a technology-oriented company. Your role is pivotal in ensuring client satisfaction, resolving issues, and maintaining strong relationships with our valued customers. The right individual will demonstrate a hunger for sales, showcase an ability to identify and capitalize on upselling opportunities, nurture client relationships for renewals, and contribute to the expansion of our client base. This role requires not only a dedication to exceptional customer service but also a proactive approach to sales and business development.

What You'll Do

• Provide timely and effective support to clients, serve as the primary point of contact between the company and clients, keeping them informed about service updates, product information, and any changes or developments that may affect their operations.
• Establish and maintain strong, long-term relationships with clients, understanding their unique needs and ensuring that their expectations are met or exceeded.
• Collaborate with sales to efficiently process client orders. Ensure accurate and timely fulfillment of client requests, acting as a liaison between the client and internal departments to guarantee smooth order execution.
• Take ownership of sales quotas for renewals, actively engaging with clients to identify opportunities for contract renewals and additional services. Proactively communicate the value of our offerings and work towards exceeding renewal targets to contribute to the overall growth of the business.
• Collaborate with internal teams to ensure the successful delivery of professional services according to client requirements.
• Address client inquiries, problems, or issues related to our technology services and products. Coordinate with relevant technical teams to resolve technical problems.
• Gather and document client feedback to provide insights into customer satisfaction and areas for improvement. Share this feedback with internal teams to enhance our services and products.
• Identify opportunities to upsell or cross-sell additional products or services that align with the client's needs and business objectives.
• Maintain a comprehensive understanding of the company's technology offerings and services. Stay updated on industry trends, best practices, and product developments to better assist clients.
• Maintain accurate records and documentation of client interactions, service requests, and issue resolutions for tracking and reporting purposes.

Qualifications

• Bachelor's degree in a related field or equivalent work experience.
• Excellent interpersonal and communication skills, both written and verbal.
• Strong problem-solving abilities with a customer-centric approach.
• Proficiency in using CRM software and other relevant tools.
• Ability to work in a fast-paced, dynamic environment and adapt to changing client needs.
• Technical knowledge and the ability to understand and explain complex technology concepts.
• Previous experience in customer service, client support, or a related field is a plus.
• Work experience in industries such as: technology, retail, restaurant, hotel, fitness and/or any sales experience
• Experience working or interacting with people, for example: community involvement, student organizations/clubs, internships and/or sports

What You'll Need to Succeed

• Our people are Passionate - We approach internal and external clients in an Enthusiastic manner taking a Positive and Optimistic approach in everything you do, continually Encouraging those who you interact with.
• Our people are Dedicated - Through Perseverance, we will work to exceed our clients' expectations, remaining Diligent to provide an above exceptional experience. By remaining Dependable and Resilient, we will Overcome hurdles our clients face in their day-to-day operations. We remain Eager to learn and hone our craft with a Takes Charge approach.
• Our people are Agile - With an Open Minded, Intuitive, and Perceptive approach, we will work to use Practical methods when executing strategy.
• Our people are Collaborative Team Players - By being Kind and Compassionate, and having Good Communication skills, we will Engage with others in a Supportive and ethical approach, offering Helpful and constructive feedback.
• Our people are Strategic Creativity - We will challenge the status quo by combining logical ideas with our practical approach.

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