Customer Service Specialist

Location: Onsite – Santa Ana, CA 92705

Schedule: Monday – Friday, 8:00 AM – 5:00 PM

Compensation: $20.00 per Hour

About Us

We are a premier professional services firm dedicated to providing strategic guidance and advocacy for our clients. Our mission is built on transparency, exceptional service, and unwavering support, ensuring a seamless and successful journey for every individual we represent through complex, long-term processes.

Position Overview

We are seeking a Client Account Relationship Manager to join our Santa Ana team.

Note: This is not a high-volume call center role.

This position focuses on high-touch account management and building enduring, trust-based relationships with clients throughout engagements that can span up to 24 months. The ideal candidate is a professional communicator who excels at organization and possesses a deep commitment to long-term client success.

Key Responsibilities

• Dedicated Advocacy: Serve as the primary point of contact for clients throughout the entire lifecycle of their account.
• Proactive Communication: Maintain consistent outreach via phone and email to provide status updates, answer inquiries, and offer ongoing support.
• Professional Correspondence: Draft clear, sophisticated professional emails and formal correspondence, ensuring all administrative documentation is accurately tracked.
• Account Documentation: Maintain meticulous records of all client interactions, milestones, and progress within our internal CRM systems.
• Relationship Retention: Foster long-term trust and rapport to ensure high levels of client satisfaction and retention over multi-year engagements.
• Collaborative Support: Identify potential roadblocks in a client's case and collaborate with internal teams to ensure a smooth resolution.

Qualifications

• Experience: Proven background in Account Management, Client Relations, or a specialized, high-level Customer Experience (CX) role.
• Communication: Exceptional verbal and written communication skills with a focus on professional etiquette.
• Technical Skills: Proficient in Microsoft Outlook and Word; experience with CRM platforms is a significant plus.
• Organization: Proven ability to manage a diverse portfolio of accounts while prioritizing tasks effectively.
• Longevity: Experience handling long-term client projects or engagements in a service or advisory capacity.