Client Services Associate

The Client Services Associate (CSA) role is responsible for internal and external client support and research as tasked. It is the responsibility of the CSA to conduct business within given accounts in such a manner that maximizes Tooling U-SME’s long-term corporate sales and profit potential. As appropriate, the CSA responsibilities include (but are not limited to):

MAJOR FUNCTIONS:

• Support (Incoming support questions, cases and escalating to the appropriate Client Success Manager, as necessary, Tier II).
• Responding to login information requests.
• Answering support questions through the phone loop calls, and basic sales loop calls by qualifying caller.
• Custom Assessments (creation and beta testing of Custom Tests, Registering testers for Assessment tests)
• Account Maintenance, custom bundle creation & assigning to accounts, reactivating and/or closing accounts, management of expired accounts based on terms of contract obligations.
• General LMS/Community Task Management and Maintenance
• General Post sales and technical support of Internet products and services.
• Assisting Success Managers and Project Manager with conducting demonstrations of our services with current and/or potential customers.
• Assisting Success Managers with resolving and providing resolution to customer problems.
• Meeting milestone deadlines as directed by management.
• Complete understanding of internal systems along with implementation guidelines.
• Assisting the Services Team and Success Managers on day-to-day customer activities within the company’s Learning Management System (LMS)
• Extensive, daily research and telephone/mail/email contact with manufacturing companies and Sales Teams.
• Other duties as assigned.

MINIMUM EDUCATION, SKILLS, AND EXPERIENCE REQUIREMENTS:

• High school diploma required, college degree preferred, business, sales, or marketing related field.
• Three (3) or more years’ customer service or related work experience.
• Excellent listening and communication skills required, bi-lingual/Spanish speaking a plus.
• Creating rapport, developing trust based relationships with Customers/co-workers required.
• Excellent Questions & Needs Analysis Skills and an ability to work with Customers, across departments and organizations in managing projects, resolving problems and accomplishing goals required.
• Strong organizational skills, detail oriented with strong ability to multi-task, prioritize and execute required.
• Excellent work ethic, passionate personal ownership in quality of work and career development a must.
• Knowledge/experience in Manufacturing, E Learning, Training a plus.
• Strong ability to research/navigate the Internet and CRM (preferably Salesforce.com).
• Proficiency in Microsoft Office required (Excel, Word, Outlook)
• Ability to work in a fast-paced environment and multi-task is essential.
• Customer oriented, solution focused environment, driven by project/process orientation in achieving results.

Core Competencies:

• Communication and Collaboration
• Relationship Management
• Professionalism and Integrity
• Critical Thinking and Decision-Making
• Execution
• Initiative, Leadership, and Development

• Project management
• CRM proficiency

• Standard office environment
• Regular, in-person attendance required
• Based in Cleveland, OH

POSITION TITLE: Client Services Associate

GROUP: Tooling U-SME

FLSA CLASSIFICATION: Non-Exempt

SME is an Equal Opportunity Employer, including disability and veteran status. Applicants must reside in the United States and be legally authorized to work in the U.S. without the need for sponsorship.

The salary range for this position is $22 - $27 per hour, based on experience and qualifications. Offers typically fall within this range based on individual qualifications and budget availability. In addition to base salary, SME offers a comprehensive benefits package, including medical, dental, and vision insurance, 403(b) with company matching, generous paid time off and holidays, professional development and training opportunities, and additional wellness and work-life balance benefits. Certain positions may also be eligible for bonus/incentive compensation, subject to role and company policies.

SME is currently unable to hire employees residing in California, Colorado, Oregon, or Washington.