Jobs and Careers

Client Service Administrator

United States, United Statesfull_timeVerifiedPosted 11 Jul 2024

About the role

The Client Service Administrator is responsible for managing numerous tasks to support the Client Success Coach team. The Administrator possesses strong organizational, reporting, and customer service skills to assist the team and provide Coaches with actionable insights. This role actively handles administrative duties in specific systems such as Salesforce, Looker, and Qualtrics to support the team. Job Responsibilities

Support Coaching leadership by:

managing cases that require oversight and follow-up.
developing reports that provide insight into case productivity, highlighting performance efficiencies and improvements.
developing and maintaining Qualtrics surveys, as well as reporting on the survey results.

Manage Coaching team Salesforce queue. Ensure cases are assigned, escalated, or closed according to department metrics.
Perform outreach initiatives and schedule coaching calls for users who have not scheduled or attended appointments.
Conduct all follow-up calls to users.
Assist with all engagement and adoption tasks as assigned.
Document all Client Service Administrator processes and collaborate with Manager to develop methods for transitioning manual processes to systematic processes.
Assist Manager with Outreach (tool) administrative tasks as needed.
Support Coaching team with ad hoc reporting needs via Salesforce and Looker.
Other duties as assigned.

Requirements

Associate degree in Computer Science, Information Technology, or equivalent work experience
1-3 years of proven administrative experience
Working knowledge of Microsoft Office Suite
Working knowledge of Salesforce
Understanding of Looker or similar report writing tools preferred
Understanding of Qualtrics or similar survey tools preferred
LMS proficiency a plus

Skills

Excellent verbal and written communication skills and interpersonal skills, including the ability to communicate effectively to both technical & non-technical audiences.
Proven ability to work creatively and analytically in a problem-solving environment demonstrating teamwork, innovation, and excellence.
Organized and highly motivated self-starter.
Exceptional time management and organization skills with an ability to multitask and prioritize in a fast-paced work environment.
Ability to master tools used by the team, such as Salesforce, Outreach, Looker, and Docebo.
Ability to respond quickly to changing needs and adapt as necessary to meet new challenges.
Ability to set goals and meet deadlines at the initiative, project, and task level.
Ability to manage multiple tasks/assignments in an efficient manner.
A keen sense of urgency and adheres to turnaround time expectations.
A dependable collaborator with high integrity and a strong work ethic.
Knowledge of eMoney Advisor’s products and services is a plus.