Client Success Associate
6 days ago
We have great people here and are looking for more. Come join us - you will love it
Job Title: Client Success Associate
Department: Client Success
Position Type: Full-Time
Location: McKinley, Temporary Work-From-Home due to Pandemic
This Is What You’ll Do:
- Support and respond to client and internal team requests-
- Work with Client Success Partner to identify trends and bringing any issues found to quick resolutions- Ensure that all requests and case management workflows are resolved in a timely manner to meet contractual SLAs and client expectations-
- Manage open items with various internal departments regarding issues related to Verifications, Criminal, Drug & Health Screenings, Order Creation, Finance, specific rush orders, etc.- Complete additional project requests as assigned by Client Success Team
This Is What We're Looking For:
- Must be able to analyze a situation and respond quickly in a courteous and professional manner- Must have excellent communication both written and verbal.- Must understand all aspects of the Sterling Fulfillment Process for all products related to the client’s hiring program and be able to effectively explain them to the requestor.-
- A self-starter and have an ability to see the process through from start to finish- An individual who does well under pressure with time-sensitive projects- Ability to prioritize tasks and respond/escalate appropriately- Possess exceptional follow-up skills and is able to resolve issues quickly and effectively- 2 Years of Client Success or Customer Service experience (prior experience working at Sterling or within the industry a plus)- Must have documented experience working on client-facing projects-
- No suspension in the last 6 months- Not more than 3 critical errors in the last 6 months (no active CAP written warning on file)- No attendance issues (no active written warning on file) and zero instance of No Call/No Show- Must have a performance rating of at least 2.0/Successful in the most recent performance review- Must have at least 1 year tenure in his/her current role (if applicant is from a different department) or at least 6 months tenure if coming from the same department/LOB.
Probationary Standards:
- Post call Surveys-
- Productivity (cases & activities /day) (Discretionary - depending on the account that will be given after a month of training)- Proactive Contact (Discretionary - depending on the account that will be given after a month of training)- Complaints- Client Retention (Discretionary - depending on the account that will be given after a month of training)- RONA Calls
- Follow us:_
- Equal Employment Opportunities at Sterling_
- Disclaimer_
- This job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to the job._
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