The Client Engagement Specialist is responsible for ensuring the quality execution of all assigned client activity to ensure goals are met and a high level of service is provided to our client.

• Build and maintain strong professional relationships with the client’s account team
• Daily communication directly with client both verbally and written
• Create client project status reports

• Audit data and photos to ensure project requirements were accomplished
• Resolve problems, handle conflict and make effective decisions under pressure
• Collaborate with internal team members to quickly resolve all service and client related issues.

Coaching and Training of Representatives

• Daily communication with Representatives that call into the 1800 number with questions while in store
• Identify and communicate to representatives opportunities to improve future services
• Identify and clearly communicate needed changes to the Representative in a revisit to achieve client expectations

• Attend client conference calls to understand upcoming projects
• Review project materials to ensure clear for field representatives
• Coordinate and participate in internal project launch meetings
• Compile and send client communication to the field representatives
• Ensure all materials are available for field representatives

• Conduct quality assurance audits per client requirements
• Provide Representatives with direct project communication for all activity
• Daily communication directly with client
• Manage client opportunity tracker to ensure all deadlines are met
• Submit fulfillment files as needed to ensure representatives receive necessary materials
• Manage time effectively to ensure all tasks receive the appropriate level of attention
• Be knowledgeable of each assigned Client project in order to educate LMS Field Service Representatives and answer account questions accurately
• Review visit instructions, make suggestions and partner with the client to update visit instructions prior to deployment
• Coordinate audit of fulfillment execution

SKILLS

• Excellent written, oral, and interpersonal communication skills
• Efficient use of Excel for all daily tasks responsibilities
• Working knowledge of Microsoft Word and PowerPoint
• High attention to detail and accuracy
• Ability to learn and work in an ever-changing, fast paced environment
• Positive, flexible attitude
• Prioritize and multi-task multiple projects successfully to completion
• Demonstrate initiative and creativity

EXPERIENCE

• Bachelor's degree (B.A.) from four-year college or university; and one to two years’ related experience and/or training; or equivalent combination of education and experience.
• Previous experience working with gift card manufacturer desired.
• Previous experience working with third party service provider desired.