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EMS Management & Consultants

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Client Success Representative II

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Job Summary

The Client Success Representative (CSR) II is responsible for focusing on maximizing account performance and client retention by providing guidance and support related to the client account. This position manages and responds to client and internal needs and helps drive the account management and client success model by identifying strategic needs for the department and by providing coaching and guidance to CSR I.

Major Responsibilities/Activities

  • Actively contribute within the Point of Delivery (POD) structure, supporting coordination of team activities and promoting efficient operations.
  • Answer, resolve, or appropriately route Client Success phone calls and emails from clients and internal staff, demonstrating strong judgment and prioritization in handling moderately complex or sensitive inquiries.
  • Identify caller and communication trends and provide actionable feedback to Client Success leadership to help reduce recurring issues and improve service delivery.
  • Track, analyze, and communicate call and email trends, including sharing insights to support Client Business Reviews and internal schedule management.
  • Ensure timely communication and consistent follow-up with clients and internal stakeholders.
  • Lead and participate in projects and special initiatives, supporting process improvements and enhanced team performance.
  • Document and coordinate requests related to audits and similar activities with accuracy and attention to detail.
  • Collaborate cross-functionally with CSR III and leadership to resolve issues and support operational needs.
  • Assist with schedule management and resource planning to help maintain service levels and team efficiency.
  • Serve as a higher-level resource in emergent situations (e.g., inclement weather), stepping into advanced responsibilities as needed.
  • Provide backup support to CSR III and CSE team members and other departments to ensure continuity of service.
  • Support assigned client accounts by monitoring performance and providing insights and recommendations to improve outcomes.
  • Perform other duties as assigned.
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