Client Experience Partner

Job Summary

The Client Experience Partner serves as a primary liaison between InformData and its clients, ensuring exceptional service and support. This role is critical in maintaining strong client relationships, fostering trust, and upholding data integrity. The Client Experience Partner enhances client satisfaction by understanding needs, resolving concerns, and delivering effective solutions. This position requires regular collaboration with internal teams to optimize the client experience.The ideal candidate is proactive, detail-oriented, and possesses strong interpersonal and communication skills to manage relationships, respond to inquiries, and oversee service delivery. This role is instrumental in maintaining InformData's commitment to excellence in client service and data integrity.

Duties and Responsibilities

• Respond to and resolve incoming calls through the Customer Service "hunt group," ensuring efficient and timely assistance.
• Monitor and manage the Zendesk General Support queue, addressing and resolving tickets in line with both InformData's and client expectations.
• Provide oversight and support for designated mid-level accounts, as assigned by leadership, ensuring client satisfaction and smooth service delivery.
• Establish and maintain clear and consistent communication with both internal teams and external clients to ensure alignment on objectives and expectations.
• Complete daily status reports (pending lists) in accordance with established work instructions and client requirements.
• Perform a range of Client Services tasks, including regular communication with clients to provide accurate, up-to-date information regarding product status and results.
• Liaise with the Vendor Relations department and/or investigators to address any outstanding work orders.
• Document and update records related to new or ongoing activities, ensuring accurate tracking and reporting.

Please note that this job description is meant to give a basic understanding of the position and does not cover every part of the job duties and requirements. InformData reserves the right to change or assign other duties to this position at any time.

Qualifications & KPI's

• Response Time
• Quality of Response
• Client Feedback
• Team Feedback
• Client Retention
• Strong oral and written communication skills.
• Ability to work independently with excellent time management skills.
• Proven problem-solving and critical thinking abilities.
• Capacity to manage multiple tasks simultaneously and effectively.
• Exceptional organizational skills and attention to detail.
• Proficient in computer skills necessary for the position, including word processing, relevant software applications, and internet research tools.
• Successful completion of all required training related to the position.
• At least 1 year of prior customer service experience preferred

Working Conditions

• This position requires the incumbent to work indoors at a desk for extended periods of time and use of work station.
• The person must be able to comprehend and follow work instructions in a fast-paced, team environment.
• This position requires the ability to interact with all levels within the organization and requires the ability to respond professionally to all individuals and work well as a team player.
• This position may be requested to work overtime on occasion to meet company objectives.

The essential functions of the job may or may not have been described fully in this job description. Consistent with the Americans with Disabilities Act (ADA), it is the policy of InformData to provide reasonable accommodation when requested by a qualified applicant or employee with a disability, unless such accommodation would cause undue hardship.

InformData is an equal opportunity employer and provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.